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To have consistent advice delivery -- have a clear articulated investment philosophy for the firm and and asset allocation discipline. Documenting clients interactions helps build consistency.
Train your employees and give them common templates on how to handle queries and FAQs. Educate your staff on products so that they all give standard responses -- this maintains consistency in service.
More than sales, service during queries and redeeming are when clients judge you. So the process for handling queries need to be robust.
HNIs require prompt service. They don't need technology as much as they require personal touch. Track if their queries are closed by end of business day.
Clients are comparing services to other industries like online shopping.
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