I flew to a national conference in Nashville a few weeks ago. One leg of the journey got delayed. I had to wait for a later connecting flight. Then, I finally arrived near midnight and couldn’t use the hotel shuttle.
I went through these “adjustments” with an aeronautical consultant who was on the same travel plan. We shared strategies on how to best get to our final destination and discussed how little customer service we received.
Two words, “So sorry.” That’s all we wanted to hear. But nope, didn’t happen.
Raymond James’ CEO discusses client relations in this month’s cover story. His ending remarks about how important it is for advisors to go the distance in serving their clients are especially revealing.
While at Raymond James’ yearly development conference in Tennessee, I pummeled one advisor from the West Coast with questions about what news he follows and how he likes to digest financial information from the press.
The registered rep, who is in business with his father, challenged many of my assumptions on how best to get the news to busy advisors. That’s a good thing. He was particularly clear on one point: he doesn’t just want sound bites; he wants real analysis.