Guide

Texting for Stronger Client Relationships: The Finance SMS Guide

June 20, 2024
Texting for Stronger Client Relationships: The Finance SMS Guide

In today's fast-paced world, clients crave convenience and accessibility when it comes to interacting with their financial service providers. 

The good news? The answer lies right in their pocket. A whopping 90% of consumers prefer to connect with businesses through text messages. This presents a golden opportunity for financial professionals like yourself to build stronger client relationships and streamline communication.

While SMS might not be suitable for in-depth financial discussions, it excels in a number of key areas. Incorporating strategic finance SMS into your workflow can save you valuable time, enhance efficiency, and ultimately, foster deeper trust and loyalty with your clients.

This guide is designed specifically for financial professionals like financial planners, CPAs, and investment advisors. We'll delve into the benefits and best practices of using text messaging to improve client communication. Plus, we'll provide 11 practical text message templates that you can easily adapt to your specific needs, giving you a running start on leveraging the power of SMS in your financial practice.

So, are you ready to take your client communication to the next level? Let's dive in!

11 Ways to Strengthen Client Relationships in Financial Services

Financial professionals wear many hats. From tax strategists to investment advisors, you juggle complex tasks and build trust with clients who rely on your expertise. But in today's fast-paced world, finding efficient ways to communicate can be a challenge.

Enter SMS: a powerful tool that can streamline workflows, save time, and ultimately, forge stronger relationships with your clients. While not a replacement for in-depth discussions, strategic text messaging excels in a variety of areas. 

Let's explore how incorporating finance SMS can benefit your practice, along with practical examples to inspire you.

Streamlining Client Communication: Appointment Management Made Easy

Imagine eliminating the back-and-forth of phone calls and emails when scheduling appointments. Texting offers a convenient and efficient solution.

  • Appointment Invites: Send a text with a link to your calendar, allowing clients to book appointments at their convenience. This eliminates the waiting game and streamlines scheduling.

Example: 

Hi [name], [Financial business name] welcomes you back for tax season! Our appointments fill quickly, so book yours via text: [link]. To opt-out of texts, reply STOP.

  • Appointment Confirmations: Minimize no-shows by sending quick text confirmations with meeting details and a link to reschedule if needed.

Example: 

Hi [name], this is [your name] confirming our meeting on [date and time]. Access my calendar here to reschedule if needed: [link]. Reply STOP to opt out of texts.

Bonus Tip: Leverage automation tools to send appointment reminders at a set time before the meeting, further reducing no-shows.

Keeping Clients Informed and Engaged: Beyond Meetings

Financial communication goes beyond appointments. Text messaging keeps clients informed and fosters a sense of partnership.

  • Post-Meeting Follow-Up: Send a quick text summarizing key points from your meeting and any action items, such as document requests.

Example: 

Hi [name], [your name] here. Thanks for today! As discussed, please text/email the [document name] at your earliest convenience. Reply STOP to opt out of texts.

  • Missing Document Reminders: A missing document can stall progress. A friendly text reminder nudges clients to submit what's needed.

Example: 

Hi [name], this is [your name]. We're missing your [form] for the [state tax credit]. Upload it to [client portal link] to avoid delays. Reply STOP to opt out of texts.

  • Quick Questions: James McGee of Keeper Tax highlights the time-saving benefits of texting for quick questions: "'Hey, what was your business mileage last year?' really speeds up the process."

Example: 

Hi [name], it's [your name]. Quick question: Did you receive your third stimulus check? Reply STOP to opt out of texts.

Timely Updates and Reminders: Keeping Clients on Track

Financial deadlines are crucial. Texting keeps clients informed and prevents missed payments or filing dates.

  • Tax Filing Deadline Notifications: While seasoned CPAs know key deadlines, a friendly text reminder ensures clients stay on track.

Example: Hi [name], this is [your name], reminding you that your second quarter estimated tax payment is due on June 15th. Access your voucher and instructions here: [link]. Reply STOP to opt out of texts.

  • Invoice Due Reminders: A gentle nudge through text ensures you get paid on time, and your clients receive clear reminders.

Example: Hi [name], it's [your name]. This is a reminder that your invoice for business valuation services is due on [date]. Pay by credit card or ACH here: [link]. Thank you! Reply STOP to opt out of texts.

This is just a taste of the many ways you can leverage SMS to enhance your client interactions. Stay tuned for the remaining examples, where we'll explore how texting can be used to gather valuable feedback, communicate policy changes, and demonstrate your commitment to exceptional client service.

Best Practices for SMS in Financial Services

The financial services industry is known for its focus on security and compliance. This can sometimes lead to a hesitation to embrace new communication channels, like SMS texting. However, with the right approach, texting can be a powerful tool to enhance the customer experience and build stronger relationships with your clients.

Navigating the Regulatory Landscape

First things first, let's address the elephant in the room: regulations. In addition to the familiar GDPR or TCPA guidelines for texting, the financial services industry needs to adhere to additional regulations set by FINRA and the SEC. This can feel overwhelming, and it's perfectly understandable if you've been hesitant to jump into SMS marketing. But fear not! The following best practices will ensure you're texting compliantly and effectively.

Building Trust Through Transparency

The cornerstone of any successful client relationship is trust. When it comes to SMS, this means obtaining explicit consent from your clients before sending them any messages. You can easily achieve this by offering opt-in links through your website, client portal, or even your email signature. Remember, even after someone opts in, it's good practice to include an opt-out option in your initial text message. This shows your clients that you respect their preferences and privacy. A simple "Reply STOP to unsubscribe" message is all it takes.

Deliverability: Why Registration Matters

Ever sent an important text that seemed to vanish into the ether? There's a good chance it got caught in a spam filter. To avoid this frustration, large US cell carriers now require anyone texting from a virtual phone solution to register with The Campaign Registry. This is a third-party organization that helps improve text deliverability and reduces spam. By registering, you're ensuring your important messages reach their intended audience.

The Power of Recognition: Texting from Your Main Number

Imagine your client's inbox overflowing with unrecognizable numbers. Wouldn't it be easier for them to spot an important message from their financial advisor if it came from a familiar number? That's why it's best practice to text from your main office number. This not only increases the likelihood of your message being seen, but it also allows clients to easily reach the right person or department if they need to call back.

Setting Expectations: The Magic of Auto-Replies

Customer service is paramount in financial services, but that doesn't mean you need to be available 24/7. Auto-replies can be a lifesaver! By setting up a professional auto-reply, you can acknowledge incoming texts and set clear expectations for response times. This helps manage client expectations and ensures a positive customer experience.

Boost Efficiency with Saved Snippets

Let's face it, repeatedly typing out the same response can get tedious. LimePhone offers a brilliant solution: saved snippets. These are pre-written message templates that you can easily insert into your texts. Whether it's a frequently asked question or a standard follow-up message, snippets save you time and ensure consistency in your communication.

Teamwork Makes the Dream Work: Assigning Action Items

LimePhone understands the power of teamwork. The platform allows you to centralize all client communication, making it easy to collaborate with your colleagues. For example, you can use the @mention feature to tag a teammate and assign them an action item, such as preparing a welcome packet for a new client. This streamlines communication and ensures nothing falls through the cracks.

Clarity is Key: Avoiding Jargon and Abbreviations

While SMS is known for its brevity, it's important to maintain professionalism in your messages. Avoid using abbreviations, slang, or industry jargon that your clients might not understand. Strive for clear and concise language that gets your message across effectively.

By following these best practices, you can leverage the power of SMS texting to build stronger relationships with your clients, improve communication efficiency, and ultimately, achieve greater success in the competitive financial services industry.

Why You Should Use Finance SMS?

In today's fast-paced world, the ability to connect with clients quickly and efficiently is no longer a luxury, it's a necessity. This is especially true in the financial services industry, where clear communication and timely updates can have a significant impact on a client's financial well-being. Here's how incorporating finance SMS into your communication strategy can revolutionize your client service and propel your business forward.

Boosting Engagement: Reaching Clients Where They Are

Let's face it, email isn't always the most effective way to reach people. Busy schedules and overflowing inboxes often lead to important messages getting lost in the shuffle. The same can be said for traditional phone calls, which can be easily missed or go unanswered due to voicemail fatigue. Text messaging, on the other hand, boasts an impressive 95% open rate with the average person checking and responding to texts within three minutes. This translates to a significantly higher chance of actually connecting with your clients and ensuring your message is received loud and clear.

Saving Time and Resolving Issues with Speed

Time is of the essence in the financial world. Clients often have questions or concerns that require prompt attention. Text messaging allows you to address these needs quickly and efficiently. Simple questions can be answered in a text exchange, basic customer support can be provided, and initial steps can be taken to resolve client issues – all within a real-time framework. This not only saves valuable time for both you and your client, but it also demonstrates your responsiveness and commitment to providing exceptional service.

Streamlining Workflows and Boosting Efficiency

Text messaging goes beyond immediate communication; it can also be a powerful tool for streamlining your internal workflows. By integrating SMS with your existing technology stack, such as your CRM or calendar application, you can automate repetitive tasks that often eat away at valuable time. Imagine automatically sending appointment reminders, scheduling yearly reviews, or triggering follow-up messages – all with a few simple text commands. This not only frees up your team to focus on more strategic initiatives, but it also ensures important tasks are never overlooked or forgotten.

Building Stronger Relationships Through Value and Connection

Effective communication isn't just about delivering information; it's also about building trust and fostering strong relationships with your clients. Text messaging provides a unique opportunity to connect with your clients on a more personal level. By sharing valuable content, such as links to informative articles on retirement planning, insights from financial thought leaders, or timely tax-saving tips, you can demonstrate your expertise and provide resources that empower your clients to make informed financial decisions. These "emotional deposits" go a long way in building trust and loyalty, ultimately strengthening your client relationships.

Incorporating finance SMS into your communication strategy isn't just about sending texts; it's about leveraging a powerful tool to connect with your clients in a way that is convenient, efficient, and fosters stronger relationships. By implementing these strategies, you can ensure your clients receive the information they need, when they need it, and ultimately achieve your goals of exceptional client service and long-term business success.

Ready to roll out finance texting

The financial services industry thrives on clear, timely communication. However, traditional communication channels like phone calls, emails, and snail mail can often introduce delays that hinder your ability to serve your clients effectively. These delays can not only frustrate your clients, but they can also have a negative impact on the overall outcome you're striving to achieve for them.

The good news is that finance professionals now have a powerful tool at their disposal to eliminate these communication roadblocks: text messaging. Texting boasts impressive open rates and near real-time response times, ensuring your messages get seen and acted upon quickly. But before you start blasting out texts to your entire client base, let's explore some practical considerations for implementing finance texting successfully.

Understanding When Texting Shines

Texting isn't a one-size-fits-all solution. There will always be situations where a phone call, detailed email, or even a physical document is the most appropriate communication method. For instance, discussing complex investment strategies or conveying highly sensitive information is likely best handled through a secure video call or a formal email with attachments.

Where Texting Excels

Texting shines when it comes to quick updates, confirmations, appointment reminders, and short bursts of information. Here are a few specific examples:

  • Appointment reminders: A quick text the day before a scheduled meeting ensures your client doesn't forget and minimizes the risk of missed appointments.
  • Confirmation messages: Following up with a text confirmation after a client opens a new account or makes a transaction provides peace of mind and reduces the need for follow-up calls.
  • Short updates: Need to let your client know about a minor change in their financial plan or a delay in processing a document? A concise text message can keep them informed without requiring a lengthy phone conversation.
  • Two-factor authentication: Texting one-time codes for secure logins adds an extra layer of security to your client's financial accounts.

Getting Started with Finance Texting

Ready to explore the power of finance texting for your business? Here are a few initial steps to take:

  1. Seek Client Opt-In: Always obtain explicit permission from your clients before sending them any text messages. You can achieve this through your website, client portal, or email signature.
  2. Choose a Reputable Texting Platform: Select a business texting platform that prioritizes security and compliance within the financial services industry.
  3. Develop Clear Communication Guidelines: Establish internal protocols for what types of information can be communicated via text and how to ensure the privacy and security of sensitive client data.

By following these best practices and leveraging the power of text messaging, you can streamline communication with your clients, improve service efficiency, and ultimately, build stronger, more trusting relationships. Ready to see how LimePhone can help you implement finance texting for your business? Sign up today for a free week-long trial!

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