Have you ever sat down to do something that you feel is important, such as prospect new people, follow up with prospects stuck in your sales pipeline, or prep for an appointment, only to have the moment hijacked by client interruptions?
Maybe it starts with a simple email from a client about a minor issue, then a phone call from another client about their portfolio, followed by a text from still another client asking to reschedule. Just as you’re catching your breath, an urgent email from management pops up wanting you to take care of something right now. Before you know it, an hour has disappeared. And, the interruptions just keep coming until the whole day is gone and you haven’t started the activities that actually grow your business!
Zig Ziglar, a well-known motivational speaker and author, said it best, “Lack of direction, not lack of time, is the problem. We all have twenty-four hour days.” And, I believe that’s true!
So, what’s the solution?
It’s mastering what I call a Defensive Client Servicing System, which is a set of strategies that helps you protect your time, reduce distractions, and still deliver excellent client servicing. Without a defensive system in place, you’re running a purely reactive practice. And a reactive practice doesn’t scale. It leads to mistakes, missed opportunities, and burnout.
So how do you actually build a system that works? Let’s break it down into four simple steps.
Step 1: Structure Your Day with Intention
You’ll never have a solid client servicing system (defensive or offensive) without good time management. That’s why the first step is putting structure into your day.
One of the best tools I recommend is called The Bottom-Line List (BLL). It’s a simple framework where you identify five key activities that drive your business (prospecting, servicing, follow-ups, prepping for meetings, and handling admin). You block 45 minutes for each with a short break in between.
This creates a proactive flow for your day so when interruptions do happen, they’re absorbed into an existing system rather than blowing up your whole schedule!
Step 2. Know What to Do When Interrupted
Client interruptions are inevitable. The question is: how will you handle them?
Most advisors immediately drop everything. That’s the fastest way to let your day spiral into chaos. Instead, use a simple four-step dialogue to stay in control:
This short process helps clients feel heard and cared for, while you maintain control over your priorities.
Step 3. Prioritize and Delegate
Once you’ve determined what the client needs, decide who will handle it and when it’s time to record the task at hand.
Use a tool like the Time Matrix To-Do List (TMTD), which categorizes each task into one of the following:
If the task is something you can delegate, simply add it to that person’s Time Matrix To-Do List on a shared drive. This way, every interruption is documented, tracked, and executed on the right timeline by the right person.
Step 4. Return to Your Bottom-Line List
Finally, after you’ve triaged the interruption, get right back to what you were doing. That’s the beauty of having structure. Instead of aimlessly spinning into whatever pops up next, you re-anchor to your BLL and continue working on what actually grows your business.
Why a Defensive Client Servicing System Works
The reason this system works is simple: it creates structure in the midst of chaos. It gives you a proven way to stay on track even when the day throws curveballs your way with constant interruptions and distractions.
Remember, this isn’t about ignoring client needs. It’s about serving them better by ensuring each request is handled by the right person, at the right time, with clear communication.
In Advisor Solutions Podcast Episode #141 Mastering Your Defensive Client Servicing System, you will find a much more detailed account of advisors and agents that have applied each step and how it had a lasting impact on them. It could have the same effect on you.
So, the next time your phone rings or an email pings, pause and ask yourself: Am I responding with a system that protects my business? Or am I just dropping everything out of habit? Because the difference between feeling overwhelmed and feeling in control often comes down to how you handle these everyday moments!