The Details Matter
Edward and Jane were in their 70’s, recently retired and looking for a new financial advisor. They had been referred to me by their best friends who had been my clients for years. We talked first by phone. Edward was very candid in explaining to me that he and Jane were interviewing several other people for this important job.
After our introductory conversation, they still wanted to come to my office to meet with me in person before making their final decision. We set a date for the following week.
They pulled into the parking lot 20 minutes early. I could see them from my upstairs window. They drove an older model white Mercedes, had gotten dressed up for our meeting, and sat in their front seat reading the newspaper until it was time to come in. At two minutes before the hour, they walked through the front door.
I came downstairs to greet them and offer them coffee or tea. At our office there’s always a fresh pot of coffee brewed for clients. If you like tea, we also offer specialty teas from a local company. The teabags are hand-tied and beautifully packaged. We use pottery mugs handmade by a client’s daughter— nothing disposable. From the second that clients walk into the office, we want them to feel like they are at home, comfortable, and being well taken care of. I was raised to believe the details matter.
I brought Edward and Jane to the second floor and welcomed them into my office. They sat on a soft loveseat and I settled into the chair across from them. There were fresh tulips on the table between us, tissues and mints on the end table, and a pad of paper, pens and extra reading glasses close by. I hoped they felt at ease.
We began our conversation. I explained our process and the way we work with clients on all aspects of their financial plan. Both Edward and Jane grilled me about fees, expectations, how our relationship would go, and what would happen if they chose to engage with us. They wanted to know about my credentials, as well as what kind of experience my team had. It was a candid interview and I felt confident that their questions were thoughtfully answered.
Then Edward paused, leaned forward, and told me had one final question. “Is that your orange sports car parked out front?”
I hesitated for a moment. It was my sports car. And I never knew when this topic might be a selling feature or something that a new client might be turned off by. Do I explain to Edward that I’ve always loved expensive, fast, sporty cars? Do I try to justify my frivolous purchase? Would a retired couple think that my spending money on something like a sports car was a poor choice? After all, they were conservative people and the opposite of flashy. I pictured the contrast of my 500hp two-seater convertible with its metallic orange exterior parked next to their car.
I took a deep breath. “Yes, that is my car,” I answered and waited for his reaction.
He replied, “Excellent! I was hoping that belonged to you. Now I know for sure that you are right advisor for us.” He smiled warmly and reached out to shake my hand to make it official. “When Jane and I walked past that car coming into your office this morning, I looked inside. I was impressed that there was not a piece of paper nor a shred of trash, not even a drive-thru coffee cup to be found. Your vehicle is meticulous, inside and out. And I thought if that’s hers, and that’s how she treats her car— with such attention to detail— then I trust you are also the kind of person who would pay meticulous attention to our portfolio.”
I never expected that answer. I had been focusing on offering them good coffee and a comfy couch. I had no idea that something as simple as taking good care of my personal belongings would also matter.
Edward’s comments reminded me that it all matters.
As you prepare for your week, keep this story in mind. When you wonder if someone is looking at you, paying attention to what you are doing (or not doing), and whether anyone cares about the small stuff— assume they do.
This Week’s Resources
Rest In Peace, Prince Philip
Speaking of attention to detail, did you know that Prince Philip spent the past 16 years custom-designing a Land Rover (his favorite vehicle) to be his hearse for his funeral? He had it painted dark bronze green, a tribute to his military service. The Land Rover TD5 130 carried his coffin in a procession at Windsor Castle on Saturday. He completed all the specifications by his age 98, and Land Rover shared in this press release that they were deeply privileged to assist the Prince with his special project:
https://www.insider.com/prince-philip-designed-land-rover-hearse-funeral-2021-4
One Season Ahead
A friend was sharing with me that on Monday he brought his John Deere lawnmower to his local repair shop for a tune-up and was told that it would take 10-12 weeks to get it back. By the time he’d get it back, summer would be basically over. What if this year you decide to get one season ahead? Now is the time of year to bring your snow blower in for a tune-up, not your lawnmower. Yes, there will likely be a 10-12 week turn-around time, but who cares? You’ll have it back before you need it in the fall. And when you pick up the snow blower, drop off your lawnmower. Make this the year you’ll get one season ahead of your neighbors!
You Have to See it to Believe It
Have you noticed how many people on Zoom are sporting cool new glasses? It’s possible they ordered them from Warby Parker. Warby Parker is an eyeglass company with a cool twist: you don’t necessarily need to go to any physical location to try their glasses on. Their app technology is incredible. From the app you look into a “mirror” and you can virtually try on specs, turn your head from side to side, and see what you’ll look like in each style. You have to see it to believe it. Check them out here, or download the app on your device. https://www.warbyparker.com
Disclosure: Securities and investment advisory services offered through registered representatives of MML Investors Services, LLC, Member SIPC. The Jamrog Group is not a subsidiary of MML Investors Services, or its affiliated companies. Supervisory Office : 330 Whitney Ave. Suite 600 Holyoke, MA 01040 Telephone: (413) 539-2000. See here for Licensing Information.
