The COVID-19 Playbook: Client Meetings

However long the COVID-19 pandemic lasts, individuals’ degree of comfort with re-engaging socially will take much longer to reach its pre-COVID-19 level, with the recovery period varying by individual and by region of the country.

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    The COVID-19 Playbook: Client Meetings

    The COVID-19 Playbook: Client Meetings

    However long the COVID-19 pandemic lasts, individuals’ degree of comfort with re-engaging socially will take much longer to reach its pre-COVID-19 level, with the recovery period varying by individual and by region of the country.

    In the months ahead, as the nation’s economy reopens, advisors will need an approach for client interaction that respects each individual’s current state of comfort with public interactions.

    Making it Safe for Office Visits

    Some client conversations are most effective when they are done in person. For many clients, especially older ones, the quarterly performance review or a discussion of retirement readiness is something they prefer to do face-to-face in your office.

    To ensure that all clients feel comfortable entering a public space, like your office, you will need to adopt a new set of practices to create a safe environment. Among the action steps you may want to take are:

    • Schedule client visits in a manner to minimize the instances of multiple clients waiting in your reception area.
    • Provide complimentary masks, gloves and sanitizer wipes for client use upon arrival.
    • Ask clients when setting up a meeting if they would prefer that their advisor wear a mask and gloves during the meeting.
    • Ask them if they are comfortable shaking hands.
    • Ensue that your building has hand sanitizer at all public entrances, including the front door, garage entrance and elevators.
    • Review your office cleaning procedures, such as instituting a wipe down of the conference table after each meeting, regular cleaning of the reception desk, the use of plastic and paper options for beverages, the single-use pen (i.e., new pens used by clients are then kept by those same clients).

    Conduct Virtual Meetings

    For clients who are not ready to visit your office, you should have a plan for communicating with them on a reliable and secure technology platform that allows you to share information seamlessly.

    There are a number of ways to interact with clients virtually. Indeed, many advisors may already be doing so. However, your current solution may not be optimal or sustainable. Begin investigating technology tools that provide a better client experience.

    Don’t expect a one-size-fits-all solution as many individuals may not have access to your chosen platform. Survey your clients and ask them what platforms best accommodate them. Lastly, ensure that the platform you intend to use is safe and secure from a compliant standpoint, as you will be discussing confidential client information.

    Communicate, Communicate, Communicate

    Clients won’t know how you’re addressing their concerns unless you tell them. Be sure to let your clients know on your Web site and through direct communications about your new office cleaning and preparedness protocols. Solicit their feedback on what more you can be doing. Let your clients know that they have virtual meeting options geared to their needs.

    When done with compassion, you may find that these grateful clients become your most passionate advocates.

    Please reference disclosures: https://blog.americanportfolios.com/disclosures/

    About The Author

    Corey Brodsky

     

    Director of Practice Management 
    631.439.4600, ext. 212 

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