Your ability to provide comprehensive financial services will depend, in many ways, upon how well informed your highly-skilled Deliverables Team is regarding your Ideal Clients. 

In our business, information regarding clients is not static.  Quite the opposite; information about your clients is dynamic and changes due to many factors.  During the normal course of business your Deliverables Team Members will make recommendations based upon the best information they have.  As Trusted Advisor, it is up to you to decide when, if, and under what circumstances your Deliverables Team Members may interact with your Ideal Clients.

While you may decide to be the only point of contact for clients by eliminating their contact with your Deliverables Team Members, most advisors decide just the opposite.  Most advisors delegate to their Deliverables Teams and decide not to allow any "barriers to service" which could happen if contact is limited between Deliverables Team Members and the clients they serve. 

Your Deliverables Team Members’ interactions with your clients may be by phone, in person, E-mail, or even traditional mail.  The details of these communications may be critical for your other Deliverables Team Members to be fully updated, so as to best advise your clients, and for your team to demonstrate that you have a solid communication system in place.

The Value Of A Standardized Interaction Log Format

• A standardized format for The Interaction Log™ will
• Simplify the process
• Ensure no important details are omitted
• Allow for Deliverables Team Members to quickly absorb the information

If you establish the expectation that all Deliverables Team Members promptly submit a log of all their client interactions but fail to provide a format, then you will certainly receive varying results from each Deliverables Team Member.  Some will provide short E-mails with certain pertinent details missing.  Others may provide a lengthy, highly detailed, report which is difficult to absorb. 

We recommend establishing a standard form that is agreed upon by all members of the Deliverables Team.

The Basics Of An Interaction Log

At the very least, The Interaction Log™ should contain the following information:

MONTH, DAY, YEAR, TIME & VENUE OF INTERACTION (Phone, E-mail, etc):

INDIVIDUALS INTERACTING:

PURPOSE FOR INTERACTION:

BEST OUTCOME (hoped for in advance):

LAST STEP WAS:

HIGHLIGHTS OF INTERACTION:

ACTUAL OUTCOME  (OUTCOME ACCOMPLISHED?):

NEXT STEP:

INDIVIDUALS THIS INTERACTION AFFECTS (OR MAY AFFECT):

The establishment of a standard Interaction Log will make life simpler for you and your Deliverables Team.

Download The Interaction Log™ Template from Module 8.