Client Value Greg Hansen Enterprise 121 November 22, 2006

Enzyme philosophy

Client Irritants Enzyme client value discovery research – March Lack of simple, relevant & honest communication 3. Poor accessibility, service & follow up 1. You don’t know me, value me & reward my loyalty 4. Not acting in my best interests 5. Investment returns not to expectation 6. Product range & services inflexible & limited 7. Poor breadth & depth of planner knowledge

Agenda 1.Irritations 2.The Big Picture 3.Client value 4.Negotiating your value – 4 elements 5.Questions

The Big Picture “Materialism is the dominant characteristic or our era. Our descendants will look back on the last part of the 20th century and the early part of the 21st as the Age of Materialism.” Ross Gittins

Credit and charge card statistics Date Transactions Accruing InterestTotal Sept Sept Sept Sept Source: Reserve Bank of Australia

Issues 1.Increase in the competitive environment 2.Commoditisation and misunderstanding of elements of financial planning 3.Increasing trend (and industry pressure) to fee for service 4.Increased pressure on margins, profits, market growth and costs

Client Value Do we provide value?

Client Value Enzyme client value discovery research – March Personal client relationship with my interest at heart 3. Honesty, trust and integrity 1. Consistently positive performance net of expenses 4. Planner reliability and competence 5. Full range of related advisory services 6. Proactive personalised communication 7. Flexible products with no penalties

Outcomes Economic value Transformative value Psychological value

Negotiating Value Outcomes Economic value Psychological value Transformative value

Negotiating Value Outcomes Economic value Transformative value Psychological value

The Advice Value Hierarchy

Client Irritants Enzyme client value discovery research – March Lack of simple, relevant & honest communication 3. Poor accessibility, service & follow up 1. You don’t know me, value me & reward my loyalty 4. Not acting in my best interests 5. Investment returns not to expectation 6. Product range & services inflexible & limited 7. Poor breadth & depth of planner knowledge

Client Value Enzyme client value discovery research – March Personal client relationship with my interest at heart 3. Honesty, trust and integrity 1. Consistently positive performance net of expenses 4. Planner reliability and competence 5. Full range of related advisory services 6. Proactive personalised communication 7. Flexible products with no penalties

Relationship

Empathy Likeability Trust

Advice quality

Client Irritants Enzyme client value discovery research – March Lack of simple, relevant & honest communication 3. Poor accessibility, service & follow up 1. You don’t know me, value me & reward my loyalty 4. Not acting in my best interests 5. Investment returns not to expectation 6. Product range & services inflexible & limited 7. Poor breadth & depth of planner knowledge

Client Value Enzyme client value discovery research – March Personal client relationship with my interest at heart 3. Honesty, trust and integrity 1. Consistently positive performance net of expenses 4. Planner reliability and competence 5. Full range of related advisory services 6. Proactive personalised communication 7. Flexible products with no penalties

Advice quality Relevance Comprehensiveness Efficiency

Client Irritants Enzyme client value discovery research – March Lack of simple, relevant & honest communication 3. Poor accessibility, service & follow up 1. You don’t know me, value me & reward my loyalty 4. Not acting in my best interests 5. Investment returns not to expectation 6. Product range & services inflexible & limited 7. Poor breadth & depth of planner knowledge

Client Value Enzyme client value discovery research – March Personal client relationship with my interest at heart 3. Honesty, trust and integrity 1. Consistently positive performance net of expenses 4. Planner reliability and competence 5. Full range of related advisory services 6. Proactive personalised communication 7. Flexible products with no penalties

Service quality

Accessibility Responsiveness Ease of doing business

Client Value Outcomes Economic value Psychological value Transformative value Relationship Empathy Likeability Trust Advice quality Relevance Comprehensiveness Efficiency Service quality Accessibility Responsiveness Ease of doing business

Client Value “Make a difference to the lives of our clients by transforming their situation through financial leadership”