When COVID hit, we were in the middle of tax season. In addition to our investment business, we have a tax preparation business as well. All staff began working remotely, but I came into the office every day. Since our accountant was no longer onsite, I started paying all the bills and doing tasks that I had previously delegated. It was like the old days when I had my hands on every piece of the business.
This gave me a chance to have a true appreciation for my team and how valuable they are to me.
I started calling clients to check in and make sure they were ok. With required minimum distributions being waved, I called to explain this and most clients waived this requirement for 2020, and if they had already taken the funds, put the money back.
This really helped our bottom line. I also found that many clients were accumulating excess money in savings because they were not travelling, going out to dinner and spending money in general. I got many calls to invest new dollars.
I started using Zoom and Go to Meeting; I had dragged my feet about learning to use these for many years. I also sent our emails with attachments to videos that I recorded of me talking to my clients. I got a tremendous response back from clients who thanked me for keeping in touch.
Now we are back in the office, meeting with clients and wearing masks. We also offer video or phone appointments as well.
The whole experience has taught all of us how much people mean in our lives. When all this is resolved, I think we will all have a much better appreciation for friends, family and clients.
Kathy Cawley is President of the Voyager Group, Ltd.
Opinions expressed are those of the author, and do not necessarily reflect the views of ASPPA or its members.
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