client communication policy.
client communication includes any verbal or written communication addressed to a specific person or household as opposed to Public Communication which is addressed separately [here]
synchronous communication:
The very best way to build relationships, avoid misunderstanding, and engage in meaningful connection is through a synchronized conversation. This is how business should be conducted and can be in person, phone call, or video conference.
We can easily document these interactions in our [CRM]
It’s always our preferred method of communication.
email:
great for setting up meeting times, gathering some generic information, sending file upload links, sending updates and newsletters
we can use email for pretty much anything other than:
account numbers
statements
personal and sensitive information
social security numbers
trading instructions or cash requests
We keep our systems as secure as possible, but email is a two-way street, there's no way of knowing whether or not your client's account could have been compromised.
Let's assume email is public record, be careful with personal information.
Also, securities regulation requires emails be retained and an examiner may, without prior notice, request all email data in and out of our server.
text:
securities regulation requires we do not engage in business activities via text.
“But wait, my favorite aunt also happens to be a client, can she never text me again?”
Certainly not the case. The difference is determining what constitutes business activity. If she texts you about an upcoming family reunion, that’s awesome. But if she sends a text asking for a distribution, that’s when we pick up the phone, call, and explain that those conversations need to be verbal. When in doubt, let’s make it a phone call.
handouts and financial plans:
Anything written, presented as PDF, or webform that we visually share with a client (plan, actions items, agenda) is considered a client communication.
Everything presented must also be retained and archived in the proper Client Folder in Box.
Just takes a quick minute.
Sweet and Simple.