Why negative feedback is not a setback

While complaints can feel like stumbling blocks, Ella Grace Nuguid, a four-year MDRT member from Cainta, Rizal, Philippines, has a different perspective. As a former bank employee who has experienced dealing with different individuals in addressing financial-related concerns, negative feedback isn't a setback but an opportunity for growth and improvement in trust in the relationship.  

Nuguid shares that she tends to get easily stressed when receiving complaints, yet she remains calm. She treats each complaint as urgent, swiftly arranging face-to-face meetings to delve deeper into the client's perspective. She asks if she can call or meet them to understand where the prospect or client is coming from. Unlike online messages, which may be misinterpreted, in-person meetings or calls are preferred for clarity and empathy. Before the meetings, Nuguid analyzes her previous interactions with the client to determine where the misunderstandings may have occurred. 

“Complaints are not roadblocks, as they have been stepping stones in my financial advising journey. They present a unique opportunity to refine my practice, strengthening my client bond. Moreover, attending to their complaints immediately demonstrates my empathy and competence as I am fully committed to addressing them promptly and efficiently.”  

Nuguid employs a "24/3” rule in managing client concerns. She responds to clients within 24 hours of receiving a complaint and updates them every three days or sooner of any development. It gives her clients peace of mind, knowing their concerns are addressed. "Committing to this rule since day one has built habits that have made me more proactive, responsive, and empathetic to my clients.”   

Besides her “24/3 rule,” servicing clients is always on top of her daily to-do list, from assisting them with their requirements and working on amendment requests to answering inquiries. Nuguid uses verbal and written communication to prevent any misunderstanding.  

"I recently had a client in Canada who needed to withdraw from her plan partially. However, our company policy stipulates that clients must have a Philippine bank account for such transactions. Recognizing the situation's urgency, I went to the main office to explore alternative solutions that would accommodate our client's needs, including the possibility of transferring the funds to their Canadian bank account. While a solution has been identified, progress has been slower than anticipated. Understanding the client's frustration, I’ve been proactively updating them about the status of their request, especially considering the importance of the fund transfer.” 

Furthermore, Nuguid ensures she fully understands the financial products she recommends. "I believe in being a master of my craft. It's not just about selling products; it’s about empowering clients with the knowledge to be confident when making decisions. As financial advisors, we simplify the complex concepts of insurance and investment so that our clients better understand our recommendations."  

However, complaints may still arise, especially when clients are reluctant to recognize the market’s volatility. “I’ve encountered a client who insisted I did not explain that the fund values may go down. While insurance and investments help their money grow, it still depends on market conditions. We focused on clarifying his priorities, deepening his understanding of the markets, and finding solutions. My client realized that insurance is more essential for him than investments, so we reallocated accordingly to a more comprehensive insurance product to address his needs and concerns better.” 

While some clients may be pacified easily, others need more reassurance. With the latter, she emphasizes the importance of perseverance in addressing their concerns, as some require getting additional information from the company’s sales team regarding new product updates or market value. “I assure them I’ll call them as soon as I get word. Like us, every client wants to be seen, heard, and valued.” 

Nuguid's advice to fellow MDRT members echoes her philosophy. “Treat complaints as opportunities for growth and validation of expertise. Always remember that we need to remain calm. Each resolution is a testament to our professionalism and a reaffirmation of the client's trust in our capabilities as financial advisors.” 

Contact: MDRTeditorial@teamlewis.com