This is very close to our heart and we consider this to be a key aspect to differentiate ourselves from our competition.
Our approach towards client service can be understood as following :
Listen to Customer :This is the fundamental to any communication. We have to listen to our customers with open ears and even more open mind. Next step is to accept what we heard, digest the inputs and create a plan with due consideration to it. What baffles us most is when we see someone is listening, but they still follow what they originally planned regardless of what you’ve just said.
Managing expectations :This is a tough one. As a financial advisor we want to delight our clients and try to fulfill their every wish. But what we’ve experienced is, it’s poorer to say you are going to do something than to openly discuss and explain why you can’t do it.There are two aspects to managing expectations :
Try to be exceptional but not at the cost of being reasonable ! :A client may want the world and that’s great; that’s why we are here. But we must remember that we are also paid by the client to stay on course with the strategy. Running in too many directions too quickly may not get the long-term results we planned.
Inform & Educate :HNIs, Business owners, CEOs and Vice presidents often don’t have the time to learn about markets in detail due to their professional/personal priorities despite their exceptional judgment and decision making ability. That’s why they hire us. It’s our job to continuously educate our clients, not just on what the end result will be, but what it takes to get there and if the end goal is worth the risk.
Solve problems, don’t be an Excuse provider! :If we had to rank our business priorities, this would probably tie for number one spot. In today’s digital age, everyone knows a lot and talks a lot. However not everything talked is done & delivered. This may be due to lack of knowledge, lack of effort, or it simply didn’t pan out this time. Having said that, the excuse of, “You didn’t give us enough time” or “You didn’t give us what we needed, when we needed” is top on the list of easy excuses. As financial partners of our clients, we need to make things work for them and if otherwise, not client but we ourselves ask, what we did wrong and what we are going to do to fix it.
