“Client service, no matter the industry, is anchored on genuine care for our clients and their families, which I learned in my previous career as a nurse and nursing professor that I uphold up to now as a financial advisor,” Kris Tan, a four-year MDRT member from Marikina City, Philippines, says.

“It is best expressed through a high-touch approach, where we dedicate time and effort to cultivate an authentic connection with our prospects and clients. Today’s technology has made reaching more people in a shorter amount of time possible and more efficient. However, to be truly effective, the deep work of getting to know them, their dreams, fears, motivations, and aspirations still need to be done. Then and only then can we make our personalized recommendations,” she explains.

Tan’s high-touch client servicing won over a 90-year-old prospect who struggled with high-tech platforms. While he barely used social media, he knew enough to message her on Facebook to inquire about a particular insurance product he saw on his social media feed. “After corresponding with him, I quickly scanned his profile and saw that it had limited posts, including tagged photos from his children. I knew I needed to meet him personally as he might not be that digitally savvy.”

Tan arranged a session to explain the product further to him. Her teaching background helped her simplify complex information to her prospect. “He wanted to secure his loved ones for their future and leave a legacy to his grandchildren through investment products that will yield funds over time, which I was able to help him with. He appreciated my patience in discussing his options, my innovativeness when I showed him how to sign documents using a tablet, and my care when I asked if it was time to take his medicine. My nurse training kicked in.”

After Tan processed the investment portfolio of her 90-year-old client, she updated him on his portfolio’s performance every month on Facebook Messenger or a phone call. At the same, the client keeps Tan updated on significant events in his life, including stories about his son who recently visited from the United States and brunches with his children and grandchildren. “I like seeing how happy he is when he shares his life stories. As financial advisors, we must utilize technology, such as social media, to deliver consistent high-touch client servicing in both virtual and physical settings. This way, we assure them that we will always be there even during the most difficult times.”

Tan highlights the importance of patience with clients regardless of age and where they are in their lives. “The industry offers many products designed to help clients, which they may find overwhelming. Our role is to find the products relevant to their needs that they can afford, which takes patience, as the process involves asking questions about their current financial and life situations over several online consultations or face-to-face meetings. I assure them I will do whatever it takes, even if it means adjusting their premiums or creating a budget that keeps their insurance protection even if they have financial difficulties. When they become my clients, I’m with them for the long haul.”

During her nursing career, Tan learned her presence is significant during her patients’ happy and sad moments. “As a financial advisor, being there for my clients is vital from the day of our first meeting, the application process, acquiring the actual policy, even until after death. I recommend checking up on our clients through calls or social media, meeting face-to-face periodically, and reaching out whenever they achieve personal and professional milestones -- doing everything to keep the relationship current and up to date. If we do well by them, we will serve our clients and their families for the rest of their lives. In effect, we become family. That’s the most rewarding part of the work.”

Contact: MDRTeditorial@teamlewis.com

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High touch in the age of high tech