Our office has implemented a stay-at-home work environment like most others. As soon as we realized that was the way we would need to be working, we ensured that all reps and staff had what they needed to be fully functional from home—home computers updated with the latest security measures and scanning apps etc. In addition, our phone system had several features that were quickly put in place to allow for all extensions to go through to our cell phones; also, all messages left on our main voicemail are checked every 30 minutes.
The first thing I did was start calling each and every client from A-Z, checking in on them just to see if they were okay and needed anything. I assured them that my staff and I were still available same as always: same phone number, same ability to assist with any account needs despite being at home. I generally made between 25-50 dials per day until I completed the list. We also prepared a COVID-specific email that simply reiterated that we were concerned for them and available if needed.
Those calls and that email generated more response than we could have imagined—grateful clients expressing their appreciation.
We had very much been an in-person type of office. We have several remote offices throughout the state that allow for us to be a local presence and a convenient location for our clients to meet us. However, our office uses Microsoft Teams as our virtual appointment platform, and we have adjusted to using that more. It is being utilized for our staff meetings and client meetings. When we call to offer appointments, clients can choose phone only or video conferencing depending on which they are more comfortable with. If someone prefers to come to the office, we have all the safety measures in place—temperature checks, masks, hand sanitizer and social distance.
We allocated some funds for donations to local nursing homes where some staff have family members. In addition, we purchased gift cards from local area restaurants to support them as well, as giving those cards to ones in need. We continue to support those local restaurants as much as possible when ordering staff meals and for our own personal families.
These are challenging times, but we have done our best to step up quickly and adjust to them. Our main focus has always been and always will be taking care of our clients. Now more than ever we have seen the value in that and will continue to prioritize them, our staff and our community.
Joe Avallone is Managing Partner, US Retirement Planning Associates. He is a 2020 Elite Advisor. Opinions expressed are those of the author, and do not necessarily reflect the views of NTSA or its members.
Editor’s Note: This piece is part of the Business Insights Series in which NTSA Elite Advisors offer ideas and insights intended to offer members support and provide information concerning business opportunities.
About the Elite Advisor Award
The NTSA Elite Advisor Awards focus on NTSA financial advisors’ innovative, unique, profound and successful best practices for advocacy, leadership, practice management and legacy. More information about the Elite Advisor Awards is available here.
WOWcasts Available
Joe Avallone was featured in the 17th WOWcast Series. Segment I is available here; Segment II is available here; Segment III is available here.
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