3 Ways We Work to Deliver An Excellent Client Experience
At the end of every year, we meet for a goals retreat with the entire Marshall Financial Group team. We review what we have accomplished over the past year and what we hope to do in the coming year. Whether it was the first year of the Marshall Financial Group in 2005 (when it was just me) or it is this year, our number one goal has always been to provide clients the best experience. Exceptional service is always on the forefront of what we do. We strive to be the firm where you never sit on hold only to talk to a robot and where our employees know you and your portfolio. Whether we do this through our fantastic team or new technology, we know it makes it better for everyone. Going into 2023, I want to share three ways that we work to deliver an excellent customer service experience for all our clients.
We have an excellent Client Services Associate team.
When I started Marshall Financial Group, I used to do everything–from trades to sweeping the floor. What I quickly noticed was that the administrative tasks took over and I wasn’t able to meet with clients as much as I wanted to help them with their needs. Early on, I realized we needed a team.
In the last two years, we’ve moved to a system where each client has a dedicated three-person Marshall Financial Group team. This team is made up of a lead advisor, an advisor, and a client services associate. You get to know your whole team and they are all there to help you. The lead advisor is like a head coach, offering high-level financial planning. The advisor is your assistant coach, working to provide you with updates on your accounts and manage any new or on-going service requests. Your client services associate is like a trainer, always there to help set up appointments, send money to and from your accounts, or help with a host of other client needs. Our client service experience centers around integrity, honesty, and kindness, and having our excellent client services team frees our financial advisors to focus on trading, the markets, and developing your financial plans.
We utilize technology in an intentional manner.
Part of our client service strategy is to use technology to provide the most advanced services. But we want to use it in an intentional manner. If we didn’t, both our clients and our staff could just become more frustrated. Last year, we launched the My Financial Genius (MFG) portal and app. Here, you can see all your account data aggregated, including your personal data. It is also a secure document center, where we can easily share documents with you. Other software that we have allows us to visually communicate our insights and make data easier to track; do proxy voting for stock companies; scan client taxes to understand and plan investment changes effectively using their tax bracket; create financial plans; and analyze portfolio performance. We believe that all of these technologies, combined with the knowledge and expertise that our staff brings, enhances our client experience.
We look toward the future.
Finally, we are not creating good client services if we’re not looking toward the future and thinking of how to make your experience even better. Some of the things that are on the horizon include a client survey to provide insight to your experience with us. We are always interested in feedback to see what we can change and do better. We are also considering adding a new investment program option that historically has a very good track record. Stay tuned in individual client meetings for further updates.
We hope that all our clients take advantage of the resources our firm offers. We find that those who use them have the greatest overall experience. Feel free to contact us if you have any questions about your portfolio or investments.
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