The other day, a customer thanked me for being so kind on the phone. I thought that was odd. After all, it is my job to serve our customers. If I wasn’t kind to them, how would that be considered customer service?
Clients come into our office feeling a variety of emotions. Some are truly nervous about whether or not they have enough money to retire. Others are scared that all they’ve worked for will not be left for their heirs to enjoy. Many are confused about the rules of their IRAs and what happens when they turn 70 ½. Our goal is for the client to leave those concerns behind after hanging up the phone or meeting with us.
There are times in all of our lives when we have questions and look to the experts for answers. The last thing we want is to feel berated for our lack of knowledge. We take pride in listening to our client’s concerns and answering their questions clearly and concisely until we are confident that they are comfortable with their situation. And at the end of the day, if there is a client that we cannot satisfy, we are truly heartbroken.
If we cannot comfort our client’s fears and frustrations and help them see a clearer picture of their retirement, then we should not be in business. Our goal is for every client to feel happy, confident and educated when they leave our office. And after getting home, if their fears begin to creep up again, they should feel confident that we are here to walk them through it, no matter how many questions they may have. Our clients should not expect anything less than the highest level of customer service.
Our firm is equipped to deal with the myriad of challenges facing today’s pre- and post-retirees. Whether you are joining us at one of our educational workshops, visiting our office for an appoitment, or calling with questions, you will be treated with a world-class level of service and attention.
Here's an inside look at the client experience at Rubino & Liang:
Rubino & Liang are proud of their exemplary customer service, and Beth is the person who makes sure we live up to those standards, all the way from processing business, to addressing any client concerns or questions. Beth graduated from Bridgewater State College with a BS in General Management. She lives in Brockton with her husband, three children and spoiled mini-schnauzer, Lucy. Beth joined the Rubino & Liang family in 2010.