Ken Davy  

Communication offers clients greatest comfort

Ken Davy

Ken Davy

It is self-evident we are living through an unprecedented crisis as a result of the coronavirus pandemic, and communication is more important than ever.

All the normal activities and interactions of society and business across the world have been brought to an abrupt halt.

Worse may be to come, and the dangers to health, particularly for the elderly, cannot be overstated. 

While it is an unsettling time for all of us, I would suggest that your clients need you now, more than ever.

This period is a real opportunity to make direct contact with your clients, especially by phone, Skype or FaceTime, to let them know that you are there for them.

Nobody knows how long the current situation will last, or how deep the pain will be, but what we do know is that it will pass.

Indeed, my personal view is that the worst will be over within just a few months or less, and that life, and the markets, will then start to recover.

I repeat, however, that what is important right now, is for advisers to reach out to their clients to let them know that you are there for them.

You don’t have to pretend that you have any immediate answers (as nobody has), although sitting tight has invariably proven to be the best thing to do in past crises.

In particular, I would urge you to make contact with, at the very least, every client you have acted for — in any capacity — over the past three years.

Just making contact will help you find some silver lining among this adversity; not only helping to shore up the future of your business, but, more importantly, the future financial wellbeing of your clients.

You will also be bringing a lot of comfort and solace to a great many people. Additionally, you should urge them to contact you whenever they would find it valuable, or reassuring.

What is more, I strongly recommend that you repeat your calls to them, every two weeks, at least.

During this time of unprecedented turmoil, communication will be absolutely key and will significantly help to strengthen both your relationships with clients and your business, once the coronavirus crisis is behind us.

Ken Davy is chairman of SimplyBiz Group