Sharing A Culture of Caring with Clients
At Harrison Financial Services we continually seek ways we can improve our client service model by providing unique services and care that differentiate us from other top-notch advisors and family offices. This search to differentiate extends beyond excellent financial planning, wealth management, risk mitigation and insurance protection, efficient tax management and estate planning. Over the years, as our team gains clarity around our company’s purpose of “Helping families build a better life, legacy, and community,” we continually strive to improve our capabilities and are always focused on critical aspects of what our culture needs to become to achieve our goal of exceeding each clients’ expectations. To do this, Harrison Financial Services has identified three key core values, which are the foundation to our ability to exceed expectations for each client.
Our core values are:
- Purpose driven- making a positive impact every day on the people we touch.
- Kaizen- continuous learning and improvement.
- Grit- the internal drive to do whatever it takes to get things done.
Developing clarity around our core values has enabled us to attract and retain team members who are committed to becoming highly trusted financial professionals for each of our clients. Many organizations have written core values that are aspirational, but that are not lived by on a regular basis. This becomes clear when experiencing poor customer service, disappointments, and a lack of results. To reduce this risk, Harrison Financial Services implemented the Entrepreneurial Organization System, “EOS”, or Traction. This enabled each of our team members to develop key metrics to measure their daily success in the most critical aspects of their jobs. Each metric is recorded daily and measured weekly, greatly reducing the risk that we are not "walking our talk" every day and working toward results.
Clearly defining our own core values and creating a culture of deep capabilities to serve clients has enabled us to gain an understanding of our clients’ most important needs and goals. The essence of wealth management, financial planning and multi-generational planning lies in the identification of a client's goals. Many times, the client’s financial goals are unclear to them as daily living becomes the most important and urgent priority. Through a process of asking open-ended, impactful questions, we are able to help develop clarity around what matters most to our clients. Thoughts that may have swirled around in a client’s head for years become prioritized, discussed, and acted upon. Spouses can connect their similarities and differences relative to their goals and co-create an agreeable plan to achieve them, while avoiding potentially hurtful and unending conflicts. We have seen parents who have accumulated significant wealth develop clarity surrounding the balancing act of wanting to help their children financially without having a negative impact on each child's inner drive to make their own personal difference in the world.
Although we are in the business of providing advice, the way in which we deliver this advice is often through sharing our experiences. The HFS process of understanding our clients’ goals and helping guide their plans centers around the word sharing. We feel sharing is one of the most powerful words in the human language and it has been a difference maker in our ability to serve our clients, many of whom are business owners, decision makers, and company executives. Most hardworking adults don't like to be told what to do, but sharing ideas and experiences with them provides new insights and creates clarity to help them make better decisions and maintain the discipline necessary to achieve their goals. For example, in multigenerational planning, when parents gain initial clarity surrounding goals, plans to communicate and educate adult children need to be developed to ensure that any misunderstandings between the parents and their children are minimized. While money is a great tool for good, it can also be a factor in many negative outcomes. To reduce the risk of this occurring, early and consistent ongoing education, including formal family meetings, is an effective tool to reduce potential negative consequences. This also applies to relationships among siblings. Harrison Financial services’ culture of caring across the spectrum of our employees enables consistent messaging, exceptional professional service, and a personal touch that makes a real difference. Without it, the opportunity to add value is greatly diminished, as multiple team members serve different family members and generations.
We can share many experiences over the years that demonstrate we are well positioned to serve clients as we help them build a better life, legacy, and community. In one such experience, our client passed away and we worked with attorneys in three different states for over two years to help resolve some financial disputes. As a result of our efforts, the client’s daughter, who lived in California and had a local advisor, ultimately consolidated all of her assets with Harrison Financial Services and we now have a very happy and successful long-term relationship.
Another example of caring and connection was displayed when our advising team assisted two families who were struggling to find suitable long-term care for loved ones. Our team learned of their difficulties and helped make connections in the long-term care industry. Both families were able to place their loved ones in long-term care facilities that provided the amenities, care, and support they were seeking. This is yet another example of how our culture of caring and connection helped shape the lives of our clients as we work together to build a better life, legacy, and community.
We have successfully helped many of our high-net-worth families with multigenerational planning opportunities. Just like a family, any personal financial plan is a living, breathing document. The plan must be updated frequently based upon the ever-changing circumstances of the family to ensure it will deliver on its goals. The financial rewards for our practice are favorable when we are able to successfully serve our multi-generational clients, and the feelings of helping families benefit from their financial resources are overwhelmingly positive.