A very simple way to make clients feel special

Initially it was just an oversight. Beth Lachance Hesson, CLU, CFP, had forgotten to print her cell phone number on her business card, causing her to have to manually write it on the back so clients could get in touch with her out of the office if needed.

Then she realized the impact it makes when a client receives that personalized gesture — “Let me put my cell number on the back for you” — especially at a time in the career of the 24-year MDRT member from Midhurst, Ontario, Canada, when she is spending more time out of the country. Clients know they can always reach her.

“I had been in Florida for six weeks and was trying to solve a problem for a client,” Hesson remembered. “After three or four times on the phone with them, the woman said, ‘Beth, thank you so much. You work so hard. You should get away on a holiday.’ And I’d been in Florida the whole time.”

Giving out her cell phone number hasn’t increased how often people call her. Hesson said clients respect her privacy and don’t call on nights or weekends. But it gives them a comfort level that she’s there for them if they need her.

“Having that contact directly to me is even more important now than it was in the past,” she said.

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