The financial industry continues to grow and so does the need to differentiate the level of service you receive. Willis & Machnik prides itself on the top level of service our contacts/clients receive through each interaction we have. In January of 2019, I joined a group called “Together We Rise” within our back office. This group of assistants, managers and, advisors is dedicated to researching and implementing different ways of producing exceptional service from phone calls to the background operations not just once but every time.
As Office Manager of Willis & Machnik, it is key for me to be focused on interactions from the very first meeting to the day-to-day relationship between an individual and their advisor. During a recent seminar on Disney’s Approach to Quality Service presented by Disney Institute we learned multiple ways to not only build new relationships but how to strengthen existing ones. Throughout the day, we discussed different ways to provide top of the line experiences every time with every VIP (very individual person) we work with. Exceptional service comes from recognizing and understanding a VIP’s needs, wants, and emotions while overcoming the pre-conceived notions they may have.
Written by: Beth James