“Clients sometimes need to have someone go over their statement with them. These calls can be difficult sometimes because the market doesn’t always run up. But if handled properly, they give me a good reason to connect with clients and give them the appropriate financial advice that they need.”
But savvy financial professionals see them as an opportunity to demonstrate the value of doing business with them. They’ll use the opportunity to ask how their client is doing, answer questions and quell any concerns. These are the moments when the promise behind a product really comes to life.
Routine service tasks can seem mundane or even dull. But a member in need may have all sorts of genuine questions and concerns. Members overwhelmingly desire a personalized experience that addresses their individual needs and circumstances. A 2022 study found that fully 56% of consumers feel the quality of the customer service they receive impacts on how positively they view a brand more than any other criteria. Quality actually supersedes cost, access and variety.
