WEBVTT

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Hello, this is Byron Braun,
and today I'm with Jeremy Swonger of

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Braun Wealth Management Group.

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And today we're going to
discuss our Client Service Model.

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But before we get into the details
of our service model, I just

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want to give you a little brief history
of how it came about.

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Back in 1978, as a young stock broker,
they called them back then,

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I was at Paine Webber,
and my wonderful mentor named Joe

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instilled in me that when you have
investment theses to share with clients,

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discipline and focus
are really the cornerstones of it.

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If you have discipline and focus,
then the client can follow it easier over

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the short, intermediate, and long term.

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So today, we only have 341
households, we call them, or families.

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Thus, with 341 clients, we can instill
this wonderful service model

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that we're going to be talking about.

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So, Jeremy, just tell us
how the service model begins with

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the phone call coming in.

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Yeah.
So here we do not have voicemail.

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We don't have a caller ID or
call waiting.

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So the model is that we start off by
trying to answer the call by the second

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ring and leaving the access to us.

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So answering your call in the second ring,
getting it to us and getting your request

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accepted and handled.
That's wonderful.

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And also another add-on to that is,
for example, if we're in a client

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review, our policy is to
return phone calls within 24 hours.

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Getting into this seven-step service
model, Jeremy, can you just

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go step by step and talk about
the building blocks to the model?

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Yeah.

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Right now, the very first one here
out of the seven we have is we

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acknowledge your call as it comes in.

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So that may be a beneficiary change,
could be a bank change, could be

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some kind of withdrawal change for you.

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So we want to acknowledge and understand
what that request is.

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And then within that, we're going to
give expectations to you as to how that's

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going to look coming back out to you.

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So whether that's we need to email
you something or mail you something for a

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signature or more information from that.

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And the person doing this is our staff.

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We call them Client Service Assistance.

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Yes.

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And then our Client Service Assistants
are going to prepare the request for you.

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And then when they receive that back,
they're going to process that.

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And then our model, we get into
our fifth and sixth one,

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we get into the core of it.

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They're going to get that submitted,
make sure that's completed.

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They're going to physically
see it completed.

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And that's a big point that we say we
want to physically see that completed.

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And then they're going to do what
I think is maybe the most important step

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is call back to you and let you
know that that has been completed

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so that that is now off your list.

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How many times have all of us
either had a closing on a home or

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we were waiting for financing for a car.

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We did all the paperwork, but the person
taking care of us never let us

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know that the event was completed.

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I believe that number 5, 6, and 7
are really the final touches of this

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high touch process that we have here
at Braun Wealth Management Group.

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In the case of beneficiary changes,
the CSA will call back and say, Mrs.

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Jones, your beneficiaries are A, B,
C, and D.

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It's all completed.

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Is there anything else I
could do for you today?

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Very polite, very professional,
but we found that this gives closure

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to whatever service item there is.

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Anything else to add today, Jeremy?
No.

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Again, our model is to serve you
and make sure that you have, again,

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access to us and that you understand how
our model and our expectations

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are set within our office to serve you.

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So this is sharing this with you
helps you understand that we're planning

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on following it through, calling you,
letting you know it's completed,

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and for certain items that we're going
to jump right on that for you and

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try to complete that for
you as quickly as possible.

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And last of for a personal item, I want
to thank having the wonderful opportunity

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to have an amazing mentor like Joe
to instill in me these basic principles

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where we have access to you as best
as humanly possible on an ongoing basis.

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Thank you again for your
trust and confidence.

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We look forward to working with
you in the future.

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All the best to you.

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Thank you.