By now, you’ve heard the words “unprecedented,” “uncharted territory” and “uncertainty” enough to last a lifetime. The stock market has seen jaw-dropping volatility, but the American economy has faced seismic slowdowns, market downturns and uncertainty before.
And it has always recovered.
It’s critical during this challenging time to reach out to your clients to support them without making specific predictions about their investments. But certainly, let them know that you’re ready, willing and available to help them weather this storm.
These days, everyone’s inbox is starting to resemble a Twitter feed with morning messages completely buried by noon as every company they’ve ever done business with in their lifetime is getting back in touch. So it’s more important than ever to keep your emails clear and concise.
Here are some messaging points you can adapt and use in your client communications:
We understand: We know how disruptive this situation is to your business. There’s nothing “normal” about the new normal. You may have employees working from their kitchen tables and you might be managing new, rigorous hygiene protocols at work sites. You may be adjusting the size of your workforce to fit current demand and to comply with government directives. So you’re very, very busy. We get that and we’re here to help however we can.
What we’re doing: We’ve adjusted our operations to keep our clients and employees safe while ensuring uninterrupted service to you. (Communicate any changes in business hours or delivery of information or services, updates to websites or client portals, etc.).
We’re monitoring developments: As you know, this situation is extremely dynamic and we understand that your business reality may be changing daily or even hourly. We are continuously tracking developments to evaluate their potential impact on your retirement plan and we will communicate any changes to you promptly.
Updated contact information: Here’s how you and your employees can reach us: (give telephone and/or email contacts appropriate for participants and plan sponsors). We’re available to answer your questions (list the ways your clients can communicate with you: by phone, email, text, teleconference or screen share).
What you can expect: We understand that you and your employees will have more questions and concerns during this stressful time, and we’re here to provide guidance.
Talk about how you will service the needs of participants and sponsors, and about any special services or other programs you have put in place.
Statement of support: We know it can feel lonely being a calming voice during the storm, but we’re here to assist you. Our economy is battered but not broken, and if the past is any guide, we Americans have weathered worse, survived and thrived. If we all work together, we will do so again.
PlanFees is committed to supporting you as you shepherd your clients through the crisis. If you need assistance or information, please don’t hesitate to reach out to us.
