Welcome everyone! Welcome to the 470th episode of the Financial Advisor Success Podcast!
My guest on today's podcast is Debra Taylor. Debra is the managing partner of Carson Wealth Franklin Lakes, a practice within the RIA Carson Wealth and based in Franklin Lakes, New Jersey, that oversees $500 million in assets under management for 120 client households.
What's unique about Debra, though, is how she has developed a client service calendar for her high-net-worth clients that allows her to close more new business and retain more clients by demonstrating the value her team provides throughout the year in return for the fees her clients pay.
In this episode, we talk in-depth about how Debra built out her client service calendar in response to a number of clients who left her practice to handle their finances on their own (perhaps not understanding the full value they were receiving from the planning relationship), how Debra implements the service calendar efficiently by having certain items apply to all clients (for example, an annual tax letter) and others only to clients with certain needs (for instance, changes to a client's estate plan), and how Debra divides the service calendar into “seasons” (that allow for greater flexibility compared to calendar quarters), with key service elements in each one (such as an investment deep dive in the spring and tax return review and analysis in the summer).
We also talk about how Debra puts tax planning at the center of her value proposition, in part by creating a tax-aware distribution plan for her clients (including strategic partial Roth conversions during opportune times in the year), how Debra finds that having a client service calendar (and sending video explanations when updating clients plans) reduces the pressure to fit in too much during client meetings (which can instead be a time for follow-up or client questions), and how Debra has found that implementing the service calendar (and being able to show the hard-dollar tax savings from distribution planning) not only has led to a higher closing rate of new clients (who better understand the depth of value her team provides) but also greater retention of current clients who can more easily see the value they're receiving (which goes well beyond what they could do on their own) for the fees they're paying.
And be certain to listen to the end, where Debra shares how she created a graphic that shows how her firm goes beyond traditional investment management to offer financial planning and in-depth tax planning to differentiate her practice in the eyes of prospects, how Debra's team might appear heavily staffed for the number of clients they serve but in reality reflects the revenue she's bringing in (and the level of service provided to clients throughout the year), and how Debra transitioned her personal clients to other team members so she can focus on business development and speaking opportunities (and how the calendar supported this by helping clients see the value her firm can provide beyond her individual presence).
So, whether you're interested in learning about building a client service calendar to demonstrate the value your firm provides throughout the year, putting tax planning at the center of your value proposition, or creating one-page graphics to explain your offering and win more clients, then we hope you enjoy this episode of the Financial Advisor Success podcast, with Debra Taylor.

