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PSA 13 - Welcome Aboard!

"Here is a simple but powerful rule: always give people more than what they expect to get."

 - Nelson Boswell

WHY is this meaningful to you?

How you treat a new client after they’ve come on board presents another potential point of positive differentiation for you.  That’s right.  A simple welcome process could make your clients feel appreciated, confident and very pleased with their decision to choose you as their new financial professional.  It will build trust and rapport – instead of erode it.  In other words, their experience doesn’t have to be anticlimactic or riddled with disappointment.  Furthermore, if they are comparing this to their previous experience with other financial professionals, there is a good chance you can easily exceed their expectations.  What a fantastic way to begin a new relationship.  Can you imagine wanting to do it any other way? 

Put yourself in their shoes for a minute…You agree to your new Financial Planner’s recommendations, you sign the plethora of forms and then you don’t know if you’ll ever hear from the Financial Planner again.  We are serious.  For a period of anywhere from 2 to 6 weeks (perhaps even longer) your life savings is in limbo transferring from one institution to another.  Then a couple months later you receive your first statement, which you may or may not understand.  Perhaps you have some questions, but you are not sure who to call for what.  Maybe you need to speak to the Financial Planner but you aren’t sure when you’ll hear from or see them again?  Do you have to wait an entire year before you see this Financial Planner face-to-face again?  Think about it.  There are a lot of unknowns here before this new client is fully brought into the fold and gets to experience all aspects of your ongoing client service.  But, what do you do in the meantime?  That is the question.   


Our simple new client welcome process can be easily implemented and doesn’t take much time.  Yet the payoff – is great. There is no question this is a good use of your time.   If you have an Assistant, you can consider delegating some of the New Client Welcome steps.  This allows you to leverage your Assistant’s time and introduces your new clients to your assistant at an early stage in the relationship as a valuable client of the financial team.    So, let’s get started and get your new client welcome process underway.

WHO is this proven strategy designed for?


For those who continue to want to exceed new client expectations.

WHAT should you expect?


You will: 

  • For those who continue to want to exceed new client expectations.

WHAT you need to know


HOW to Take Action & Implement Successfully?


Start your new client relationship off on the right foot by carrying out the three-step Welcome Aboard! This process will demonstrate your integrity, professionalism and consistency, which of course builds up your credibility and trustworthiness.

  1. Send the New Client Welcome Card (and Gift).

    • Once you have successfully conducted the Implementation phase, send a New Client Welcome Card.

    • This card is sent the day of or after Implementation.

    • Personalize this card to maximize its impact.

      • Ensure you personalize this card by handwriting your message and the envelope.

      • Once you have done so, it is important for you to use a stamp rather than running this card through the postage machine. This is an important feature of this Welcome Card.

      • When people receive their mail, they tend to sort through and place important items aside. Mail that has been sent with handwriting on the envelope and a stamp tend to stand out.

    • This card signals the beginning of a new personal relationship.

    • Refer to Step 12_New Client Welcome Card.

    • Note:  When bringing on a new client who qualifies in your top or ideal profile, we recommend you include a small welcome gift.

  2. The First Statement and Service Call.
    • You will cap of this process by making the First Statement and Service Call. This call occurs around the time you expect your client to have received their first statement (approximately 4 to 6 weeks).

    • Refer to Step 13_First Statement and Service Call Script.

      • If the new clients are not home, you can simply leave a voice message. The client will call back if they have questions. Otherwise, they will know that you are thinking about them and appreciate the call.

    • You may choose to have your Assistant conduct this phone call.

      • This will allow your Assistant to introduce themselves to your new client as well as, walk them through the process of how to read a statement (which is often difficult for new clients).

    • If this the new client isn't an ideal client, you can send a simple Welcome Email instead of making the phone call, which is professional, welcoming and efficient.


Deliver a consistent welcome process. In no time at all, you will breathe a sigh of relief knowing the Welcome Aboard is part of your ongoing routine for bringing on new clients in a professional and consistent manner.


Remember to:

  • Refer to The Welcome Aboard steps on the New Client Checklist.

  • Ensure that each step is implemented at the appropriate point in the process.

  • Consistently use every aspect of the process with all new clients.

Watch Here to Learn More




PSA 13 Welcome Aboard

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