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By 
April 22, 2020 at 02:12 PM
Dani Fava, director of Innovation/Product Strategy & Development for TD Ameritrade Institutional, leads the firm’s voice-first capabilities and other tech-related efforts. She joined the firm in 2012.
Top Advice
Communicate, preferably using your voice. Your clients want to hear from you. There’s only so much time in the day, and it won’t be possible to meet with everyone one on one — but you can let your clients know how and when they can expect to hear from you.
Even before the crisis, most advisors were using technology to engage with clients. A recent advisor poll found 69% were using video conferencing. COVID-19 has accelerated this trend.
Consider posting videos on a regular basis, letting your clients know your thoughts on current issues such as the CARES Act. Host live “Q&A” chats on a video conferencing or social media platform.
It won’t be the same as meeting in person, but by setting expectations and following through, you can drive the same — if not increased — level of client engagement.
Not all clients are tech savvy. If you have older clients, provide step-by-step instructions and help them try out the technology to make it as easy as possible for them.
To successfully have a virtual meeting, you may need to first get on the phone and walk them through how to access the appropriate link and get themselves up and running.
