What Makes You So Special?
“Thank you for calling (fill in the blank). Our hours of operation are from ___ to ___, if this is during those hours please wait for the next available (technician, customer service representative, assistant….)”
“Welcome to (fill in the blank). Your estimated wait time is:______”.
“Thank you for contacting (fill in the blank). Due to COVID19 we are not able to take your call, but we are our doing our best to serve you. Please leave your name and number and we will contact you within 24 – 48 hours”.
Who hasn’t heard these sentences, comments, introductions, and I’m sorry, but excuses? I hear variations of the above on a daily basis. Not simply for personal items, but with most of the financial institutions we need to work with. Undoubtedly and rather obviously, there is a global labor shortage. For various reasons, individuals have retreated and will continue to recluse themselves away from the workforce. Artificial intelligence (AI) is huge. Big tech with all the innovations they’re developing are huge.
Ask yourself a few questions…
A. How does a computer get to know you? Tracking what you search for on Google. What you buy to consume….
- One concern here is that when a friend or family member is diagnosed with Scleroderma, you look it up to see how you can better understand their situation… does the computer think you now have this illness?
- What if you’re a single woman, date a single man, and buy that cool shaving club stuff for him as gifts? Does AI track this and assume this female also “shaves”?
B. The financial institution that holds your 401(k) assets says they are available to “take your call and help with any questions you have”.
- How long is the wait?
- When you have finally “made contact” – who or what are you speaking with? When will AI be intelligent enough to understand your verbiage and spit out logical answers?
- How do you obtain “advice”? Please don’t even let me go there….
C. Deliveries are made by drones….. Not people.
- First – has anyone ever gone looking for a delivery? They say it was delivered but it wasn’t at YOUR door? People make errors, but often times it’s the software they’re using directing them the wrong way.
- Second – How are these drones supposed to protect your delivery?
- Better yet, who offers liability coverage for unintended drone package drops from hundreds of feet above your head?
- Third – Weather – “Hi and welcome to Florida where today it’ll be sunny, I mean rainy, wait did I say rain I really meant hurricane.”
D. The checkout at my grocery store…….
- I personally love the conversations I have with the individuals manning the checkouts. They are people working towards goals, be it supporting a family, heading to college, buying car, or something special to them.
- Interacting with a human and seeing a smile on their face makes me feel good. I dislike the machines that simply regurgitate “place item on scale” or “insert type of payment”.
- Would I like paper or plastic? Typically I try and go with paper, however Uncle Cole’s Dog Sitting Service needs the occasional resupply of plastic bags. (Lexi and Dieghan do the periodic weekend sleepover at my house).
I could go on.
What makes you so special? The warmth that a human presents in their voice, eyes and mannerisms. The human factor in all we do. We bring this to the table every day. Our team believes in making sure you know you are cared for by a human that listens and can relate, via their own feelings and experiences. We know each family has unique needs, and with certainty artificial intelligence does not. A computer doesn’t understand why the cabin in the mountains provides a mechanism for the entire family to gather each year, nor why the trip to the Ozarks is a proving ground for your children to compete for best trail times. Emotions today run deep on multiple levels. It drives decisions. Fortunately, we too have those same emotions and experience in understanding how human behavior effects the black and white of the financial analysis and decision making. How do you communicate real needs? How do you work towards goals? You work with a human.
Calling us…. You will reach a person with a smile. Even when restricted to home. We’ve done this a long time…… We will continue to bend and flex as the world around us changes. 2020 brought unforeseen challenges, and we came through with a continuation of excellence. This dedication to our families and your gracious advocacy propelled new growth and relationships! We will keep up with technology, but we will never let go of our human interaction. We love it just as much as our families do. It’s why we are referred. No hold time, solid interaction, follow up, accountability and yes…. A smile you can hear through the phone and see in our eyes.
That’s what makes us so special…. We respect that YOU are special and deserve the best care.
Refer your friends and family today.. We would be honored to serve a family you care about.
Be well,
