When Poor Customer Service Leaves a Bad Taste in Your Mouth (Ep. 135)

Our journey home began with thunderstorms in New York, leading to our flight being canceled. We found ourselves in long lines, trying to rebook our flights and figure out what was happening with our baggage. Despite the airline’s efforts, they were unable to locate our luggage, causing us to wait for a total of 35 hours.

Eventually, giving up on the idea of driving home, we finally hopped on a flight taking us straight to LaGuardia Airport. After the exhausting delays and finally stepping foot in New York, we stood at the conveyor belt to pick up our belongings. Unfortunately, we came to find out our luggage was sent to Newark Airport, all the way in New Jersey. We waited for it to be delivered, but it never arrived. 

This frustrating experience highlighted the importance of effective communication and follow-up, something that was sorely lacking from the airline.

This negative experience with the airline served as a stark reminder of the importance of communication and customer service. The airline’s failure to effectively communicate and manage expectations left a bad taste in our mouths.

In contrast, in our business at Heller Wealth Management, we prioritize communication and peace of mind for our clients. We understand the importance of proactive planning and adapting to changes in the financial landscape. We factor unexpected events and life transitions into our strategies, guiding and supporting our clients through these challenges.

I recall a client who was feeling anxious about their retirement and building a new house. After a phone call with our team, they felt reassured and able to sleep better. This kind of personalized attention and support builds loyalty and trust with our clients.

In contrast, airlines often prioritize making money over loyalty, which can lead to a lack of trust and customer satisfaction.

During my flights, I appreciated the communication from the pilots. They would provide updates on the flight status, weather conditions, and any potential delays. This is similar to the role of a financial advisor. While we don’t control the entire financial journey for our clients, we help navigate it and provide clear communication about potential challenges and safety measures in place.

The importance of having a plan in place for expected situations is exponential, especially when people’s security and life paths are on the line. We acknowledge that unforeseen events may occur, but we are committed to addressing them and making necessary adjustments. Having a plan and open communication with clients is a natural part of the service we provide.

In conclusion, life, like a journey, is full of unexpected events. As a financial advisor, my role is to help clients navigate these turbulences, providing clear communication and support along the way. Just like a pilot navigating through a storm, we may not control the weather, but we can control how we respond to it.