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.