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Managing growing scaleJaipur Distributors & Advisors Round Table,

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Key Take-Aways
  • 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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