A Thoughtful Client Experience with David and Nancy Bailin

David and Nancy Bailin lead their team of advisors with clear values: servant leadership, personalized care, and integrity. Those core values have led Personal Wealth Strategies through a global pandemic, an acquisition during remote work, and a slew of clients who lean on the team at Personal Wealth during times of hardship.  David and Nancy know that stating your values and believing in a client-first experience is nothing new. It’s the follow-through that counts. Do what you say you will, no matter how minor the statement. In this episode, David and Nancy Bailin talk with Steve about why their thoughtfulness drives team decisions and the client experience, how they managed a significant acquisition and added an additional team member during tough times, why systems and processes are integral to their business success, and what inspirational challenge they’ve posed for fellow financial advisors.    Key Takeaways [01:24] - An introduction to Personal Wealth Strategies.  [03:56] - What operations Nancy manages and how that complements Buckingham’s services.  [05:38] - What Personal Wealth’s core values are.  [09:33] - How David and Nancy maintain their team’s longevity.  [12:05] - How David and Nancy integrated a new firm.  [18:36] - Why Personal Wealth lost a few clients in the merger. [23:14] - Personal Wealth’s process for keeping customers engaged.  [31:39] - How David and Nancy categorize clients.  [37:01] - How Personal Wealth employees are empowered to impact the lives of clients.    Quotes [07:35] - “I view the role that we play as providing comfort to our clients. We provide comfort to our clients through the advice and coaching that we provide them. And we want to be able to let them have hope for the future. We want them to walk out of the office and to have a smile on their face because they can see that they have confidence in the goals that they’ve set and that they’re going to achieve those goals.” ~ David Bailin [09:03] - “Maintaining that culture of openness, respect, a team approach. When you have that type of synergy, the clients feel that as well. So the mindset here in this office is just that, it is servant leadership. And everything we do is seen through that lens.” ~ Nancy Bailin [16:08] - “Clients look for that predictability, particularly in turbulent markets. But they want to know that you’re going to be there for them when things get rough, and the way they know that is you do what you say you’re going to do.” ~ David Bailin   Links  David Bailin Nancy Bailin Personal Wealth Strategies Justin Rice Denise Walker Diane Moscatello Ian Mindas Princeton University LinkedIn Redtail Parallo Ugg Etsy   Connect with our hosts Steve on LinkedIn Buckingham Strategic Partners   Subscribe and stay in touch Apple Podcasts Spotify Steve on LinkedIn Follow Buckingham Strategic Partners  on Twitter