The Trust Company Associate Relationship Manager William Probasco talks with Medium and Authority Magazine about how to establish trust by showing clients you have their best interests at heart.
At TTC, our mission is to “empower clients to live confidently — knowing they have made the best financial decisions for their families, businesses, organizations, and employees.” So for us, building relationships that last starts with establishing trust. We are responsible for handling sensitive and often deeply private information, and I take that responsibility very seriously. Demonstrating the utmost level of trust and integrity — treating my clients the way I’d want to be treated, as I mentioned in a previous answer — has been a foundational element of my career and is at the core of my most successful customer relationships.
In today’s fast-paced and constantly evolving landscape, what strategies do you employ to maintain a strong connection with your customers and anticipate their changing needs?
I think the way that we approach our client meetings offers a great opportunity to anticipate our clients’ needs. Our meetings aren’t so much portfolio reviews as they are life conversations. We get to know our clients as people, and find that this enables us to have a better understanding of their goals and needs — which, in turn, influences our recommendations and action plans. Getting to know our clients as individuals also establishes a better rapport and leads them to feel more comfortable reaching out to us or opening up a conversation. Ultimately, it helps everyone stay more connected and informed.