WHAT SMSF CLIENTS REALLY WANT

There are around

*Australian Tax Of�ce, Self-managed super fund statistical report March 2016.

572,000SMSFs nationwide*

Accounting �rms who want to hold onto their SMSF clients are adding advisory services to their offering — either by getting licensed themselves or joining a licensee.

But it can take more than the right quali�cations for accountants to keep their SMSF clients on board.

WHY DO SMSF CLIENTS JUMP SHIP?

The main reason SMSF investors leave their accountant is to get advice from someone else.

*Investment Trends Pty Ltd, April 2014 SMSF Investor Report, based on a survey of 2,163 SMSF trustees.

Over ¼ of SMSF clients who had left their accountant in the previous 12 months did so because they preferred to use an adviser.*

SMSF clients are looking for a broader range of services beyond tax advice.

SO WHAT ARE CLIENTS LOOKING FOR IN AN SMSF ADVISER?

1Trust

Research shows that honesty and integrity are what SMSF clients prize most when it comes to investment advice.

*Investment Trends Pty Ltd, March 2016 SMSF Investor Report, based on a survey of 3,531 SMSF trustees.

43% of surveyed SMSF Investors said honesty and integrity were among the most important considerations when choosing an adviser. These qualities are considered as highly as SMSF expertise.*

To earn your clients’ trust: ✔ keep your promises ✔ provide transparent advice, and ✔ always put your clients’ needs and goals

at the centre of your advice.

2Rapport

SMSF advisers who make the effort to create meaningful relationships will also score points with their clients.

*Investment Trends Pty Ltd, April 2016 SMSF Investor Report, based on a survey of 3,531 SMSF trustees.

33% of respondents want an adviser who they can build a strong rapport with.*

For many clients, knowing their adviser is available and accessible to them when needed is also important.

Although customer engagement isn’t necessarily about being on call 24/7, responsive service is highly valued.

Make sure your support staff have the right skills, training and attitude to help you provide the highest quality customer service to your clients.

3Clarity

*Investment Trends Pty Ltd, April 2016 SMSF Investor Report, based on a survey of 3,531 SMSF trustees.

34% of survey respondents said they want an adviser who can explain �nancial concepts in a way that make sense to them.*

To get more out of your client conversations, think about ways to present complex ideas as simply as possible.

Using diagrams, examples and case studies can also go a long way towards making your advice and recommendations clearer to your clients.

By creating the best possible client experience for SMSF investors, you’ll be rewarded with their loyalty over the long term.

They’ll also be more likely to refer their family and friends to you as well.

This document contains factual information only. It is not intended to imply any recommendation or opinion about a �nancial product You should consider talking to a �nancial adviser before making a �nancial decision. This document has been prepared by Count Financial Limited ABN 19 001 974 625, AFSL 227232 (Count) a wholly-owned, non-guaranteed subsidiary of Commonwealth Bank of Australia ABN 48 123 123 124. Information in this document is based on current regulatory requirements and laws, which may be subject to change. While care has been taken in the preparation of this document, no liability is accepted by Count, its related entities, agents and employees for any loss arising from reliance on this document.

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