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The quiet client
We hope that this series of insight pieces drawn from the most recent analysis of Business Health’s CATScan* Client Satisfaction Survey data will help you to deliver the experience your clients are looking for and expect from you, their adviser. The CATScan dataset now contains feedback from over 60,000 clients of…
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Is superannuation still king? The three questions your clients are actually asking about Division 296
Sometimes we can be too clever for our own good, and owning it is the most useful thing I can tell you. Early on, as a planner, I gave in to it — proud of how tightly I could model. Plans tuned to the last dollar, contributions timed to the birthday, every lever pulled. Technically beautiful. Then the real world turned up,…
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Client loyalty – how to earn it, keep it and respect it
One of the hardest things in any profession is gaining the trust of those you are working for – your clients. It’s hard to earn and easy to lose. One of the things commented on by my younger colleagues is the length of time I’ve been working with most of my clients. I often have a throw-away line similar to: “she’s been…
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Turning great client experiences into referrals that actually happen
Most advisers agree that referrals are the most powerful source of new clients. Yet many firms leave them to chance. The advisers who consistently receive referrals do not rely on luck or awkward asks. They build simple, repeatable habits around feedback, reviews, and appreciation. Referrals and reviews are closely linked.…
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CoPilot and xPlan
Anyone using CoPilot (web chat) inside xPlan that has any quick wins or what you use it for? This would be within Client Focus, not xTools or Portfolio. We have just received access to CoPilot and keen to see if we can use it inside xPlan. Thanks
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When a Good Practice Decides to Become Exceptional
A practical note on structural refinement and clarity Most advice businesses we meet are already performing at a high level. Clients are well cared for, revenue is stable, compliance standards are met and the team operates with professionalism. From both the outside and inside, the business feels solid. There is no crisis…
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The nexus of trust
With the 25 years of experience I’ve had in this industry, I’m fortunate to receive referrals from accountants, industry super funds, mortgage brokers, and existing clients. These partnerships allow me to work with a diverse client base – from young families starting their financial journey to professionals, SMSF trustees…
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Adding attachment icon to Client Portal Messages
Hi Team Please can you consider adding an "attachment" icon like a paperclip to file notes sent to clients via the client portal that have an attachment to them? At the moment, and particularly if there are multiple lines of text in a file note, it is not clear to a client that they need to scroll right to the bottom to…
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What everyone gets wrong about niching
Despite popular misconceptions, niching isn't actually about demographics or specific types of advice. Instead, it's about delivering a tailored service at scale. In this video, I'll explain why.
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Want to know exactly what your client has updated in their digital fact find? Now you can!
Fact find comparison report is now available to all users Background Client Portal allows users to provide their clients with a digital fact find to complete for new and existing clients. The data is updated immediately in Xplan and allows advisers to capture data more efficiently. However, even though all changes are…
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The biggest mistake I made with my fees
Let’s talk about one of the most common (and costly) mistakes I see advisers make when it comes to fees. I say this with love, by the way, because I used to do it too: I’d have a great first meeting, we’d agree on the scope and they’d pay the upfront engagement fee, which covered the SOA. (Or, back in the day, we’d wait…
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Don't just find clients – find the right clients
In the financial planning world, success isn’t about working with just anyone – it’s about targeting the right clients who align with your expertise and service model. For us, the ideal client isn’t just someone looking for financial advice; it’s individuals with a high level of investible assets and financial complexity.…
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The psychology of client engagement
If you've ever spent time anxiously awaiting results after a doctor's appointment, you might have some idea of what it's like to be a client during a lengthy onboarding process. So: how do you ensure clients don't feel like they've slipped through the cracks? It starts with understanding what clients actually need from…
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The seven friction points of retirement advice
Let's talk about the big changes happening in the world of retirement. There's a growing demand for more personalised and secure retirement solutions, and it's shaking things up quite a bit. This shift is driven by a few key factors: the rising popularity of direct share portfolios, a deeper understanding and trust in…
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The awkward moment when it's time to increase fees
Let's wind back to the GFC: I'd just bought into an advice business, funded by debt, and revenue dropped by 30% overnight. That was bad enough, but the hardest part was moving clients to fixed fees – and having to justify why it was happening and what they were paying for. Like many advisers, I was uncomfortable with the…
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Advisely users gear up for growth in 2025
Based on indicative results from the Advisely Growth Survey, the vast majority (80.6%) of Advisely users are looking to take on new clients within the next 12 months. Of that cohort, just over 40% want to bring in between 10 and 30 new clients; a further third are aiming for more than 30. Nearly a quarter (23.5%) are…
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For retirees, certainty trumps portfolio theory
How we manage our clients' retirement income urgently needs a revolutionary shift. The financial planning profession has long focused on sophisticated investment strategies and dynamic asset allocation because – well, that's where our value lies, right? The reality is that most of our retired clients have a much simpler…