My Customer Service Promise: Putting Clients First, Always!
As a fiduciary financial advisor, my mission is simple — clients always come first. This isn’t just a tagline; it’s the core of how I operate every day. Below are the promises I make to every client, so you know exactly what to expect when working with me.
1. Clients Always Come First!
Following the fiduciary standard, I always put your best interests ahead of anything else. I won’t compare or critique other firms — my promise is simple: your interests come first.
2. We Meet Four Times A Year
I do want to clarify that I offer to meet four times a year. Not all of my clients want to meet that often, but most do. I operate on a 12-week year calendar and have realized over the years a lot can happen in that period. Imagine if we only met once or twice a year! Oh, and I often do extra meetings if a client needs them. Clients are never on the clock for any meetings, whether scheduled or emergency.
3. Everyone Has My Personal Cell Number
Direct access matters. Each one of my clients has my personal cell phone number. I don’t check my emails all throughout the day. They know if they need to get in touch with me quickly the easiest way is to reach me via my personal cell. If I am going to have a client’s cell number, I figure the least I can do is provide them with mine.
4. There Is No Bait and Switch
When a client signs up to work with me, you get me. There is no situation where I am pushing you off to a junior advisor or someone you have never met. My team supports me behind the scenes, but your relationship is always directly with me.
5. I Share My Schedule
I do take some time off, as we all should. When those occasions come up, I give as much heads-up as possible to clients that I will be out of the office. Most times I still have my laptop with me, but I do like getting out into the wilderness every so often, so the internet can be intermittent at times. Regardless, they know when I will be out and we plan well ahead of time.
6. I Will Never Lie nor Guess
Again, I will spare you from some of the horror stories of things I have seen firsthand over the years, especially in “training” programs. If I don’t know the answer, I’ll tell you — and then find it. However, I will give my opinion – like In-N-Out is better than Swenson’s😉
7. Calls and Emails Are Quickly Returned
I would like to promise these would always happen within 24 hours, but there are times I am out of touch (see above about being in the wilderness). Or earlier this year when I had rotator cuff surgery. This was the first time in my life I was on pain meds and there was no way it was safe to talk to any clients. Although I had my Global Entry interview three days after surgery and my photo is extraordinary!
8. I Follow the Golden Rule
I treat clients how I would want to be treated. Or another way to say this – I treat clients how I would treat my mom or my family.
9. Everything is Always Confidential
While I do not live in the world of HIPAA, I keep all client information completely confidential. Everything is kept in complete confidence between myself and my clients.
10. There Are No Hidden Fees!
This isn’t really a Customer Service feature, but I wanted to stress it. My flat fee of $3,000 a quarter is the only fee clients pay me. While I can’t eliminate third-party investment fees (like those from Vanguard), there are no surprises — ever.
I am never too busy to be a resource to you. Feel free to email me at Dan@forwardthinkingwm.com to have a quick conversation.