What's the value of great customer service and high quality?
Friday, I got a call from Ameriprise HQ telling me that my Financial Advisor was leaving the firm. I was taken aback. I have (or thought) I had a GREAT relationship with him. He and his wife have had dinner at my house and I've referred 4 clients to him.
Ameripise told me they had re-assigned me to an Advisor in Vienna, VA (simply put: not close to where I live). I said, "you need to do better than that" and the woman said she'd call back.
What did I do next? I hung up and called Josh.
"Dude, what is it?
- you are getting out of the financial advising business?
- you got fired
- you don't want me as a client anymore?
I was expecting a call from you."
He replied, "well, there's another option...I am legally forbidden from calling you to tell you. I am moving to another firm and can't reach out for 1 month."
That was all he could say (and on his behalf, I called the people whom I had referred.)
Last night, the new Advisor called to talk with us. "Honestly," I said, "we're probably going wherever Josh goes."
Now, that is loyalty, earned by years of hard work and dilligence.
Reminded me of a great book I read a few years ago called The Loyalty Effect which talks about how companies that foster loyalty are more profitable.