Wonderful Ways to Wow Them
Real White-Glove Client Experiences that will Touch Their Hearts
This is a great time to show a little extra special love and concern. Personalizing your client experience from afar seems particularly challenging. I’d like to think of this more as being creative. Helping people know that you know who they are and care about how they are doing will be particularly well received. Here’s a few stories I heard about recently that you might find interesting.
The clients were on the phone with their advisor sharing how much they realize they usually eat out now that they are home all the time. They mentioned a local restaurant they frequented before being “Safer at Home”. They hoped the restaurant would survive the situation. The advisor asked what their favorite dish was and the same for the rest of the family. Then, you guest it, they had that meal delivered. It came with a note from the advisor.
“Dear Mr. and Mrs. Client, son’s name and daughter’s name:
We are also concerned about how local businesses will make it through these rough times. Perhaps we can show our appreciation for you and the owners of “this restaurant” by sending you this meal. I know we all look forward to brighter days ahead.
Here’s to hoping you will stay well and enjoy extra family time.
Sincerely,
Your Advisor”
A client had to cancel a trip to Italy because of Coronavirus. They were hoping to be able to reschedule it but did not want to try to do they until things were more certain. It just so happens the advisor had been to Italy just two years before. He went through his file and found the maps, itineraries and printed out some photos. He sent it along with an apron from Florence with a box of spaghetti and a homemade recipe for marinara sauce. He mailed the package to the client along with a note that was something like this.
“Dear Mr. and Mrs. Client:
I know you are disappointed about having to postpone your trip to Italy. I was thinking about that after we spoke and I put together some of the things from our trip there a couple years ago. I hope it helps you to continuing planning for your future travel.
By the way, the recipe is from my grandmother. I hope you will enjoy!
Sincerely,
Your Advisor”
An advisor was thinking about his last call. The older lady had been visiting her husband, who had dementia daily until she was told she should not leave the house and he could not have visitor. She was worried about him and hated that he had no one to visit or care about him personally.
The advisor ventured out and found his window. He recognized him even though it had been several years since he’d come to meetings at the office. Although he was sure the client didn’t recognize him, he did respond to the picture of his wife he shared holding his phone up to the window. Then he just stayed with him, probably not more than 20 minutes. He talked as though he could hear and understand. Then took it picture and emailed it to his wife. He let her know he’s ok and he recognized your photo.
I know there are more stories like these and I hope you will share them with me. It doesn’t have to cost much or take a lot of time to be thoughtful.
Here’s a site where people submit Acts of Kindness During the Coronavirus Outbreak.
Here are a few things that I think may be simple ways to show you care when speaking with clients during this crisis.
Find out how things are going for them. Is there a job loss, an elderly parent they are concerned about or someone they know that has the virus? Or someone who is an essential worker on the front line dealing with exposure? Show your care and concern. One team member made masks for a nurse who said they didn’t have enough at the hospital.
Do you know everyone in their home? It is probably important.
When you know how people are impacted, you can be intentional and creative in how you can help.
The Ritz-Carlton, white-glove kind of service is all about listening and caring. When there is something you can do, do it. You can make someone’s day.
If you want us to brainstorm more ideas on how to wow in particular cases, feel free to contact Cate DeLaRosa.
About the Author
Bernie DeLaRosa, CFP®, ChFC®, CRPC®, CLU®, APMA®, CASL®, BFA™
Managing Business Consultant
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