A New Customer Experience Model in Financial Services

We have no doubt that the Coronavirus and the market volatility surrounding it have dominated your newsfeed of late. Naturally, this leads to questions and concerns about the market in general, and about how it impacts you specifically.

It is true that there are a lot of variables at play, a great majority of them out of your control. What is under your control is how you respond, or not. First and foremost, do not let fear guide your decisions. Market swings are inevitable. Long-term, goal-oriented investors understand the need to stay the course and, at times, do nothing at all. Dave Ramsey suggests the following, “Do not get off the roller coaster in the middle of the ride.”  Those who heeded this sound advice back in 2008 benefitted from the market rebound in 2009 and beyond.

Of course, our Financial Advisors are always available to address any specific concerns you may have and, if necessary, re-evaluate your financial plan. Clearly, times change. If your life, goals, or risk tolerance has changed, let’s sit down and make sure we are still on the best track for you to achieve financial independence.

Please know that Trilogy Financial remains committed to providing the resources you need to navigate through the uncertainty. Most importantly, rest assured knowing that this too shall pass and that you are not alone.

Content in this material is for general information only and not intended to provide specific advice or recommendations for any individual. All performance referenced is historical and is no guarantee of future results. All indices are unmanaged and may not be invested into directly.  All investing involves risk including loss of principal. No strategy assures success or protects against loss.  The economic forecasts set forth in this material may not develop as predicted and there can be no guarantee that strategies promoted will be successful.

Written by: Matthew Phillips | The last words of the email stood out the most. “… the thing is … we are deaf.” This is how the prospective client closed her message to me in 2017.

When I agreed to meet with the woman and her husband, I was feeling uncertain about how to best communicate with them. To prepare, I added captions to my usual video presentation. But halfway through, I realized the couple was completely overwhelmed with the financial vocabulary I was using, which was entirely new to them. Improvising, I pulled up a blank Word document and started typing which allowed us to converse back and forth. I felt completely inadequate and regretted not preparing more, but did my best to connect with the couple.

To my surprise, the meeting concluded with the wife rejecting my handshake and instead grabbing onto me tightly as she began to cry. “Matthew, thank you for what you have done,” she said. “We have sat with five advisors, and none have come close to helping us like you have. I know we have missed out on financial opportunities because we are deaf.”

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