This is Really World Class Service
The other day I received a call from an investment advisor wanting me to take advantage of an offering. One of our investments was about to mature. The advisor was telling me that by diversifying the investment we would increase our chances of creating a larger pay day. My response was, “Let’s do it!”
I was told that the paper work would be put in the mail for me to initial and sign, but I wanted to expedite the process. He suggested coming to my office to initial and sign the paper work. Even though the advisor was working from home that day, he insisted on getting the process moving ASAP. His home is about 30 minutes from my office. He told me that the mail would slow the process. Even though he was also preparing for a week of vacation and would be out of town for an extended period, he want to have this happen immediately.
Once he arrived I signed and initialed the document in the appropriate areas. He drove the document to his office immediately after the signing. His office is 15 minutes from our home. He did this to expedite the process. He called the investment company telling them that the paper work was delivered to his office and would be express mailed to them that day. He also sent a copy by facsimile to them to get the process started. Two days later, while he was on vacation, I received an email from him telling me that the process had gone smoothly. My new investment was secured.
Especially when it comes to investing, time is money. As it turned out, this process was expedited by a week. It was reported that as the product matures the extra week will add 1% per month of value over the two year term. We do know that a relationship has been strengthened and also increased the level of trust between the advisor and client. When the investment advisor makes a suggestion to make changes in future investments, the advisor and the client win.
This is an actual example of how a professional investment advisor did a business transaction. As most of you know, I like to embellish these articles to make the point. As I was writing the paragraphs above, the phrase “under promise and over deliver” came to mind. With great speed and interest in his client’s success, the advisor impressed this investor. You see, this client will continue to do business with this investment advisor forever.
In fairness to investment advisors, business models change. It is possible for an advisor’s business to grow while the investments of his clients remain the same. As an example, when an investment advisor starts his business he may take anyone who will invest. As the business grows, the selection process for new clients’ changes such that the advisor may put a limit on liquid assets available of $250,000. When the business grows further the limit may rise to $500,000. If that is the case, then the advisor has the opportunity to sell this client’s portfolio (and others of similar value) to another financial advisor whose focus is on those who have less than $500,000 in liquid assets. When an advisor is dedicating his full attention to this client’s investments, clients in turn become extremely loyal. It is possible that an advisor’s business model is to provide world class service to only their clients who meet minimum standards of investment.
Care should be taken to err on the side of the client’s best interest. Some years ago an insurance sales person sold a policy to a family. The spouse understood from the sales person that she could have a FREE medical screening after 60 days. In actuality the policy read, “six months” for the screening to be FREE. She called the insurance sales person after the screening was complete saying, “You told me the screening would be FREE.” The sales person asked, “How much did the screening cost you?” She answered, “$145.” The sales person drove the $145 check to her that day. Be sensitive to your client’s needs, putting their needs before yours.
Gerry Rose runs INTEGRITY Networking Solutions in Oceanside, CA. He works with people in business who want to attract the right prospects and generate more referrals. More than 10,000 businesses have been presented the INTEGRITY Networking Solutions system in San Diego, Los Angeles, Riverside, and Orange Counties.
Gerry’s stimulating presentation Unlimited Prospects, Unlimited Referrals is ideally suited for small business owners, home-based businesses, and independent professionals who want clearer direction and want to attract more prospects, develop dynamic systems, and strengthen their companies’ accountability. Gerry does one on one consulting, conducts a range of keynote speeches from thirty minutes to full-day education workshops. His book series, Unlimited Prospects, Unlimited Referrals, are available on the website, www.integritysd.com.
Gerry has more than 20 years’ experience directing business owners how to grow their businesses. He is a networking dynamo. Those who know him will assure you that he does a great job of bringing people together—which is why he started INTEGRITY.
Involved with networking organizations since 1984, Gerry is a Distinguished Toastmaster, a member of Toastmaster International, and has chaired numerous chambers of commerce and non-profit organizations.
Are you truly committed to attracting the right prospects and generate more referrals? If so then contact INTEGRITY Networking Solutions for availability and information. You can contact Gerry by mail at 1610 Quiet Hills Drive, Oceanside, CA 92056. Direct dial (760) 439-4623; e-mail to gerry@integritysd.com. For more information, go to www.integritysd.com
