1. Client Value Greg Hansen Enterprise 121 November 22, 2006

2. Enzyme philosophy

3. Client Irritants Enzyme client value discovery research – March 2004 2. 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

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

5. 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

6. Credit and charge card statistics Date Transactions Accruing InterestTotal Sept 867993095 Sept 9624687034 Sept 01733016755 Sept 06153712651437176 Source: Reserve Bank of Australia

7. 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

8. Client Value Do we provide value?

9. Client Value Enzyme client value discovery research – March 2004 2. 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

10. Outcomes Economic value Transformative value Psychological value

11. Negotiating Value Outcomes Economic value Psychological value Transformative value

12. Negotiating Value Outcomes Economic value Transformative value Psychological value

13. The Advice Value Hierarchy

14. Client Irritants Enzyme client value discovery research – March 2004 2. 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

15. Client Value Enzyme client value discovery research – March 2004 2. 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

16. Relationship

17. Empathy Likeability Trust

18. Advice quality

19. Client Irritants Enzyme client value discovery research – March 2004 2. 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

20. Client Value Enzyme client value discovery research – March 2004 2. 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

21. Advice quality Relevance Comprehensiveness Efficiency

22. Client Irritants Enzyme client value discovery research – March 2004 2. 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

23. Client Value Enzyme client value discovery research – March 2004 2. 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

24. Service quality

25. Accessibility Responsiveness Ease of doing business

26. 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

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