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In 2019 my mother told me she had no interest in learning how to use a computer or getting online. In 2020 she is a ‘senior whiz’, emailing me several times a day. In 2019 I took time and care to wrestle my hair and face into something presentable for the world, for each online […]
In last week’s blog I focused on the future of virtual meetings, as part of a series on the evolution of the client experience. While I looked at the research and shared some tips and tricks I wasn’t really talking about virtual meetings at all. I was talking about human connection. Like so many others, […]
If you knew that a change was permanent would you look at it differently? When a change is temporary, our primary focus is on making the best of the situation until we can revert back to normal. When we see a change as permanent, we get creative about how to improve and enhance the process. This […]
As we head into the final stretch of 2020, I’ve heard more than one person say they can’t wait for this year to end. The suggestion, of course, is that things will magically get back to normal on January 1. If only. This year has changed us. It has changed how we feel, what we […]
If you find yourself waiting for the memo that lets you know it’s “all clear” and your life and business can get back to normal, you may be in for a long wait. We’ve all changed. Our needs have changed and our expectations have changed. The way we work and connect has changed. It’s true […]
Like so many of you, we’ve had to take a very hard look at our business over the last several months. And our business has changed….because your business has changed…because your clients’ needs have changed. The root cause of all of the change is the needs of your clients and that fact highlights three important […]
Almost every conversation I have with colleagues, advisors and my family or friends feels “different” today. Perhaps that’s because even as we move through the crisis, our lives are fundamentally different (think home schooling, working from home and social lives via video). And when we’re on the other side looking back, I suspect our lives […]
Every day I hear “war stories” from advisors about their experience over the last two months. They’ve told me about the proactive outreach, the reassurance they have been able to deliver and the late nights making it all happen. Given the extreme effort you’ve put in, the question I have is a little uncomfortable. What’s […]
The way we communicate has changed. Why do we start every email by checking in on the health of the recipient and his or her family? Because it would seem strange if we didn’t. Why are we talking more about our lives than our portfolios? Because it would seem strange if we didn’t. If someone […]
As the running joke goes, it’s been a long month this week. Based on the conversations I’m having with advisors, I know you’re working harder than ever before and you’re doing that while juggling the complications and stress of home and office. Yet, through it all you’ve been asking what you can do to help […]
