June 2nd, 2021
Maintaining Client Relationships During COVID-19: Consistent Connection is Paramount
At Spire Advisors, we don’t let COVID-19 (or anything else for that matter), get in the way of how we care for our clients.
As we often say, to us, it’s the people behind the figures who matter most. In other words, while so many other financial institutions make it about “the transaction,” we focus on the “client relationship.”
For example, banks are great at helping you pay bills – but in our business, *advice* is key (and we prioritize advice over transactions).
As such, maintaining client relationships through consistent communication is paramount. We must earn, and keep, our clients’ trust before we can share advice. But in order to maintain this relationship, we must have access to our clients. So, we simply can’t let a pandemic (or any other crisis) get in the way of this access.
Of course, the onset of the pandemic presented a new set of challenges. However, an increase in phone calls – socially distanced office meetings or home visits with masks (when permitted) – and the use of today’s technology – provide the solutions we need, in order to reassure our clients that we are keeping “business as usual” in the best way we can.
We have a wide range of clientele, and so we use a variety of methods to maintain client relationships through consistent connection. Most of my clients are older – and unlike our younger clients, they are unable to use technology like “Zoom” to meet with me. In fact, they are wary of technology; and so extra phone calls or socially distanced meetings with masks on have become “the norm,” when government regulations allow.
This is fine by me, because I’m what you may call “old school.” I prefer to see my clients’ body language, and make sure that everything I’m saying is sinking in. Even more importantly, I want to be a comforting presence during significant life events. For example, in the event of a death in a family, I want to be there for my clients – even if I have to stand on the other side of their front door, with my mask on (when permissible by law).
There are so many things that we cannot control. However, what we can control, is the delivery of constant communication, education, and presence in our clients’ lives. COVID-19 was an obstacle – and we found ways around this obstacle, to deliver our consistent message: we are here when you need us.
- Tony Sutey, CFP®, Senior Financial Advisor
Spire Advisors of Assante Capital Management
*Assante Capital Management Ltd. is a Member of the Canadian Investor Protection Fund and Investment Industry Regulatory Organization of Canada. This material is provided for general information and is subject to change without notice. Every effort has been made to compile this material from reliable sources however no warranty can be made as to its accuracy or completeness. Before acting on any of the above, please make sure to see a professional advisor for individual financial advice based on your personal circumstances.