Despite social distancing, or possibly because of it, that personal touch with clients carries more benefit than ever before.
We have tried especially hard during COVID to reach out to individual clients either by phone or ZOOM to communicate updates, take financial temperatures, and deal with possible concerns. Many clients question whether or not changes should be made in portfolios during times of volatility or major market moves and need to understand that there is someone present, ready to guide and reassure. This is especially true during a time when we are separated physically from face to face meetings.
The fact that we didn’t wait for the client to call us but got to them first is worth more than I ever knew and was often told at the end of the call just how much that meant to the client. If anything, COVID has reinforced the fact that being proactive with possible client concerns is paramount. I will continue to use this lesson as we move through COVID and beyond.
If you want a way to make someone a client for life, get to them with answers before they even know how to formulate the questions.
Have a great day!
Gary Immink of Williams & Co. Financial Solutions is a 2019 Elite Advisor.
Opinions expressed are those of the author, and do not necessarily reflect the views of NTSA or its members.
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. Nominations are open through Sept. 11 for the NTSA 2021 Elite Advisor Awards here. Full terms and conditions are here.
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