Financial advisors’ services to their clients and prospects must be customized depending on their needs, experience, and life stages. While going the extra mile requires more time and effort, it is advantageous in relationship building in the long run.

For Fel Marie Paña, a three-year MDRT member from Las Piñas, Philippines, providing white-glove service means being a constant presence in her clients’ lives and financial journey. She believes it pays off in the short and long term as she builds her reputation and brand of service, which may lead to referrals later on.

The recent pandemic pushed her to do more for her clients. “While I offer the same level of dedication to all, some cases require extra focus and effort. When I assisted in claiming benefits at the height of the pandemic, I ensured the grieving families didn’t have to wait too long. Despite the increase in COVID cases, I went to the office, worked on their claims, and didn’t stop until they got it. While remote servicing has been very helpful for our profession as we can help secure more lives, meeting clients face-to-face still provides a stronger sense of trust which is crucial as clients tend to share sensitive information, and we help them make important financial decisions for themselves and their families. Even if I live in the North of Manila, I’ll meet them even if they live in the far South.”

To Paña, there are no small or big clients. She provides them with white-glove-level service as best as she can. However, there came a time when she felt challenged. “I encountered a big case prospect interested in an insurance plan that I don’t usually offer–a traditional plan with endowment and dividends. I know the product, but I am not familiar with the details. He had many questions about it. After that meeting, I realized I should master all our products, from the most common, the fast-moving, to the elite plans. I studied and even asked my mentor to assess my presentation skills because I knew that I needed to improve on discussing the products clearly and briefly, so I practiced my presentation and created a document with the important features I needed to highlight. Through dedication and perseverance, he became my client who availed of the traditional endowment and a health plan I recommended.”

Offering white-glove service includes extensive after-care as well. “I check monthly to ensure clients are on track with their premium payments by sending an SOA (statement of account). I make certain personal and professional milestones never go by without sending a greeting or a gift, which my clients appreciate. They said my service was beyond what they expected from a financial advisor, which they believed was transactional. I always strive to keep my client relationships current and updated. If they see me as family, it developed organically and wasn’t forced.”

Another example was when Paña saw on her social media feed that her client’s father had died, which would be her first death claim. After a few days, they asked her if they could file for it because their father had only been insured for three months, so it was still under the contestability period. However, since they declared everything during the application, including his health problems, Paña was confident they could claim his benefits. “I guided them every step, from filling up the forms to submitting the documents needed.”

Fortunately, the company released the benefits after a few weeks, even during the pandemic. “I learned that no matter the duration of your relationship with your client, three months or ten years, we must be present during their happiest and saddest moments. We must rise when they need our help the most. Because of my clients, I’m a better financial advisor and human being.”

Contact: MDRTeditorial@teamlewis.com

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