Surge meetings can be a boon to practices looking to tighten up operations, boost productivity and deliver exceptional client experiences. However, without a clear structure, the process can work against you, overwhelming your operations team. The antidote? A well-organized, go-to system that balances efficiency with personalization and care.
The Case for Surge Meetings
The surge meeting model is effective due to its ability to demarcate “factory work” (everyday activities like scheduling and prep) from “focus work” (intellectual, high-value tasks like personalized advice). By compartmentalizing the administrative work, you free up precious time and mental energy for focus work.
Over time, you can deliver deeper value to clients. Your operations team benefits because it reduces chaos and creates a predictable cadence. Team members often report greater efficiency and job satisfaction as a result.
4 Steps to Follow
Advisors can look to a proven four-step meeting surge process to create more value in less time. Specific client experience (CX) touchpoints matter and advisors should avoid taking shortcuts, as this can weaken impact. Every interaction should be professional, timely and personalized. Here’s a trusted framework you can implement today and start seeing immediate results:
Step 1: Scheduling
Every successful surge meeting season is steeped in proactive scheduling. Start client outreach six weeks outside and provide a calendar link for booking. Follow up four weeks out with a reminder email. Three weeks out, it’s helpful to call clients who haven’t taken action yet. Upon booking, send a meeting confirmation letter to lay out the expectations.
Step 2: Preparing
Preparation is the secret sauce. Four weeks ahead of the surge, revisit each client’s situation and propose a meeting agenda. Have the clients review it three weeks out and offer feedback. This is helpful because it builds trust and helps maximize your time together.
Two weeks before the meeting, put the finishing touches on supporting materials like one-page plans, projections, and other visual aids. A week out, send a reminder email to both the client and any centers of influence (COIs) involved. When meeting day arrives, ensure the room (or virtual setup) is in order.
Step 3: The Meeting
This punctuates the surge meeting process. Whatever the format, the environment should feel welcoming and professional. For video conference calls, log in 15 minutes early and have your presentation cued up. For in-person sessions, have refreshments or snacks on hand and make sure the meeting room is tidy and comfortable.
Allow for 75 minutes for each meeting and also build in 15 minutes afterward to log notes and determine next steps. In theory, this reasonable pace allows for four meetings per day. Plus, each client gets the attention they deserve. You don’t want to overbook for the sake of perceived productivity.
Step 4: Follow Up
The window of time after the meeting is important because it’s a chance to drive home the value delivered during the meeting. Within three days, draft a one-page plan or meeting summary and send it to the client. The purpose is to highlight key discussion points, decisions and recommended actions.
The work doesn’t end here, however. Slot in automated or personal check-ins at 30, 60 and 90 days post-meeting. Such interactions demonstrate that you care and can boost client loyalty and retention.
Face Surge Meeting Season with Confidence
A fine-tuned surge meeting season brings value to your team and clients. By trusting in the process we outlined above, you create the conditions ripe for five-star client service without straining your operations team.
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