Deepening Relationships:
The Client Playbook
How to use Knomee to keep engaged clients engaged — and win back the ones who are drifting. Ready-to-use check-ins, meeting follow-ups, and re-engagement messages, organized by client type.
An 8-minute check-in
Your client completes it before a review — or any time life shifts — so every conversation starts with what matters now.
Copy-and-paste outreach
Check-in invites, meeting follow-ups, and re-engagement messages, organized by client type — each with a matching video suggestion.
Pick a client type → go
Open the section that matches your client. Read the strategy, follow the cadence, and open any sample to copy it.
Which client are you working with?
With clients, Knomee isn't a marketing funnel — it's a relationship instrument. Start with whichever client type needs your attention most right now.
Engaged
Responsive and open to guidance. Keep them engaged — and grow the relationship.
Enter Engaged →Disengaged
Drifting — slower replies, declined reviews. Reopen the conversation before you lose them.
Enter Disengaged →How to Use This Playbook
This playbook covers existing clients only. Knomee here isn't a marketing funnel — it's a relationship instrument: a simple, respectful way to ask “what's changed?” and actually use the answer. Every client falls into one of two types.
Engaged
Responsive, open to guidance. Deepen the relationship — grow share of wallet.
Disengaged
Less responsive, declining meetings. Reopen communication — retain the assets.
Three Steps to Your First Campaign
Which clients haven't had a meaningful touch in 6+ months? That's your Disengaged list.
📋 SegmentThe pre-review invite (Engaged) and the annual check-in (Disengaged) are the highest-impact starts.
🎯 PlayThese messages come from the advisor personally. Marketing prepares them; advisors send them.
✉️ SendYour Walkthrough Session
This playbook is designed to be walked through together. Your Knomee customer success contact will schedule a 45-minute working session to:
- 10 min — segment engaged vs. disengaged clients
- 15 min — choose your first play and customize the copy
- 10 min — set the annual cadence calendar
- 10 min — CRM sync, tracking, and success metrics
You'll leave with your first client campaign ready to send.
What Your Client Experiences
Knomee is a 8-minute guided check-in your clients complete before a review — or any time life shifts. It helps them articulate their current goals, priorities, and top money questions, so every conversation starts with what matters now, not what mattered at onboarding.
The client feels heard
They get a personal summary — and reviews stop feeling like a portfolio report.
The advisor sees what changed
Knomee surfaces shifts in priorities and life events before the meeting.
The firm keeps the relationship
Knomee catches drift early and opens doors to the broader household.
Why This Matters Commercially
Client use of Knomee drives retention, annual-review participation, household penetration, and share of wallet — different economics than prospect acquisition, and often a faster payoff. A single retained at-risk household typically covers the program.
The 5-Step Setup
Every campaign follows the same five setup steps. Work through them to prepare for your walkthrough session; your CS contact will help you complete each one.
Segment your book: engaged (upcoming reviews) vs. disengaged (6+ months quiet).
Map the plays to your review calendar (see the cadence table in Engaged).
Customize samples with the advisor's name and voice — 1:1 messages, not blasts.
Use your client invite URL from the Knomee dashboard (different from the prospect link).
Sync completions to HubSpot / Redtail so advisors see responses before every meeting.
Engaged
They're responsive and open to guidance. Keep it that way — and grow the relationship.
- Who this is
- Active clients who attend reviews, respond to outreach, and engage with their plan.
- They're thinking
- “I want to stay engaged and make sure my financial priorities are reflected in my plan.”
- Your goal
- Improve advisor preparation, strengthen the relationship, engage the broader family, and increase share of wallet.
- The one rule
- Every Knomee invite promises a payoff: “I'll review your responses and use them.” Then do it, visibly.
🗓 A repeatable rhythm across the client year — every touch comes from the advisor personally.
| When | Play | Channel |
|---|---|---|
| 2 weeks before each review | Pre-meeting Knomee invite | Email from advisor |
| 2 days before the review | Thank-you (if completed) or gentle nudge | Email from advisor |
| 1–2 days after the review | Meeting recap referencing their Knomee responses | Email from advisor |
| Mid-year (between reviews) | Mid-year pulse check-in | Email from advisor |
| Before family / estate conversations | Family & household alignment prompt | Email from advisor |
📋 Tap any sample to open it — then copy the text straight into your tool.
| Your goal | Watch this first | Then watch |
|---|---|---|
| Improve advisor preparation | Pre-meeting completion rate | Meeting satisfaction (advisor-reported) |
| Strengthen the relationship | Response rate to check-ins | Referral rate |
| Increase share of wallet | Household penetration rate | Assets under management growth |
The Handoff: Engaged → Disengaged
Watch for early drift signals — a skipped review, a slower response time, a declined meeting. Move them to the Disengaged cadence before six months of silence passes.
Disengaged
They're drifting — less responsive, declining meetings. Restart the conversation before you lose the relationship.
- Who this is
- At-risk clients: 6+ months without meaningful contact, declined reviews, reduced responsiveness.
- They're thinking
- “I don't feel my involvement is helpful or needed — and I'm considering switching advisors.”
- Your goal
- Reopen communication, rebuild trust, and retain assets.
- The one rule
- No pressure, no pitch, no guilt. Every message offers the client a low-effort way to be heard — that's it.
The default re-opener for any quiet client.
📅 AnnualWhen you know (or suspect) something changed.
🏡 Life eventInvite the client to tell you how conversations could be more useful.
🔄 RefreshA share-of-wallet opener framed entirely around their needs.
💰 Wallet📋 Tap any sample to open it — then copy the text straight into your tool.
| Your goal | Watch this first | Then watch |
|---|---|---|
| Reopen communication | Reengagement rate | Meeting rate |
| Increase responsiveness | Response rate | Meeting rate |
| Rebuild trust | Participation rate | Retention rate |
| Strengthen the relationship | Share-of-wallet growth | Retention rate |
The Handoff: Disengaged → Engaged
The moment a disengaged client completes Knomee, treat them as Engaged: the advisor reviews responses within 48 hours, sends the thank-you, and books the meeting. A re-engagement completion that sits unanswered does more harm than no campaign at all.
Test Before You Launch
Even 1:1 client outreach benefits from testing. Knomee supports UTM tags so you can see which message and timing drives completions — not just opens.
The 10% Rule
Pilot each play with a handful of advisors or 10% of the target segment first. Once completion and response rates prove out, roll it out book-wide.
Videos for Clients
From your library of ~24 Knomee videos, a subset works well with existing clients — check-in explainers, family-conversation openers, and life-event themes. Match each use case to the right video, then pull the files from the Drive library.
| Use case | Best video types | Where to embed |
|---|---|---|
| Engaged | “Why we check in” explainers, family conversation openers | Pre-meeting invites, mid-year pulse, family prompts |
| Disengaged | Life-event themes (retirement, new home, family), human stories | Life-event check-ins, re-engagement emails |
Your 8 Client Videos
🌱 Engaged
- Why we check in, explained (video 1)
- Family conversation starters (video 3)
- Meet [Advisor Name] (video 5)
- The mid-year pulse, explained (video 7)
⏳ Disengaged
- A quick guide to your annual review (video 2)
- What changes, and why it matters (video 4)
- Life events: what to tell your advisor (video 6)
- Retirement, in their own words (video 8)
Browse the full library in Google Drive
All ~24 videos, ready to embed — open the folder and pick the files that fit the plan above.
Tip: tag every video link with utm_content=video[#] so the traffic report shows which videos drive completions.