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The Power of the “Just Because” Call

April 2020 
by Julie L. Genjac

We have all received those calls where we think to ourselves, “What do they really need?” Are you regularly checking in with your clients “just because,” or is it always for a business need?

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. 

Julie L. Genjac
Managing Director, Applied Insights

Julie L. Genjac is a Managing Director, Applied Insights for Hartford Funds. She works with Financial Advisors in a practice management capacity, including engaging and educating advisors and their clients about current and emerging opportunities in the financial services marketplace. These range from areas such as retirement-income planning, investment planning, and charitable giving, to anticipating and preparing for long-term demographic and lifestyle changes.

Julie joined the organization in 2018. Prior to joining the company, she was senior vice president, director of practice management & professional development at D.A. Davidson & Co. Julie’s many responsibilities included the creation and implementation of all advisor coaching and training programs to enhance productivity and the client experience. She began her career at UBS PaineWebber and transitioned to become a wealth management financial planner at Wells Fargo. She is a registered representative of Hartford Funds Distributors and is FINRA Series 7 and 66 registered. She holds her WA state insurance license and is a Certified Wealth Strategist, Accredited Asset Management Specialist, and Registered Corporate Coach.

Originally from Bellevue, Washington, Julie attended the University of Washington where she received a bachelor’s degree in economics. She currently lives in Kirkland, WA, with her husband, Nedim.

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Julie Genjac is a registered representative of Hartford Funds Distributors, LLC.

Check the background of this firm/individual on FINRA's BrokerCheck.