WEBVTT

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Hi, I

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am Leslie, senior client service advocate

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and team lead
for our amazing group of CSAs.

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We purposely gave the people on my team
the title of Client Service Advocate,

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because that is exactly how we want
the team's mindset to be.

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Our first core
commitment is for our clients to be first.

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Every single time.

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We want the mindset to permeate throughout

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the whole organization
with every single client interaction.

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That means having a live person
answer our phone during

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all market hours by the second ring.

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That means prompt resolutions
for client service needs.

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We offer a constant stream of client
education,

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outreach, and value added services

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such as quarterback in the client's
best interest,

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collaboration with their tax and estate
planning advisors.

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That means we continue to grow
through our core values

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of growth, mindset,
teamwork and enjoyment.

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It is not just the advisors at Katterhenry
Investment Group

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that have continued training our client
service advocate.

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Have weekly collaboration meetings as well
as mentoring and reverse mentoring.

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We provide monthly lunch and learns
that allow training

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for us to act at a high level
for our clients needs.

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Our receptionist, CSAs,
and compliance team all play a vital role

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in protecting our clients from scams,
phishing, identity theft,

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elder abuse, and other types
of financial vulnerability.

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Our entire team is trained relentlessly

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on active listening and client advocacy
so that every client interaction,

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no matter how simple it seems,
is treated as a window to the client's

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holistic situation, needs concerns
and path forward.

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Sometimes a conversation
can be a cautionary tale.

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Sometimes it turns into finding a solution
for your goals,

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and sometimes
it turns into a word of comfort

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or even delivering soup to your door
when you're sick, and maybe even having

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flowers delivered to a widow on her
first Valentine's Day alone.

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In any case, I pledge

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to elevate your experience as a client.

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Welcome to our nest,
where you will be well cared for.