What if, during these turbulent and stressful times, you and members of your team merely called clients just to check in? To ask them, how are they doing? Are they safe? Do they have enough food? Is their family in contact? Reaching out to your clients at times like these will allow you to do the following:
1. Show them you care
When they ask you why you are calling, simply answer, “I am calling just because I care about you.” You may be thinking that clients will start to ask portfolio-related questions while you are on the line. That may be true, and you will need to be prepared to answer the questions they have, if any. However, engaging with clients in advance will remind them that you are there, and ensure that you are all on the same page.
2. Introduce team members
This process can be especially powerful to acquaint your clients with other members of your team that they may not have had a lot of interaction with previously. If you rotate through various colleagues during this call, it can pave the way for new relationships to be built during these turbulent times.
3. Create a referable moment
When your client mentions to a friend or family member that you, their financial advisor, checked in “just because,” that person will likely not have the same story. These proactive processes can make all of the difference in terms of deepening relationships, assuaging fears, and decreasing stress.
I think we all can agree that it feels great to be on the receiving end of a simple check-in call. Consider implementing this process with your clients as soon as possible. My guess is that you’ll have some great conversations, and your clients will truly appreciate your time and thoughtfulness.