What if a client calls to place an urgent trade while I am in a meeting?

Your protocol should direct these calls to a licensed assistant or an AI that explains you are in a session and provides a clear timeline for trade execution, ensuring the request is timestamped for compliance.

How do I handle prospects who say it is an emergency just to get me on the phone?

Use a triage script that asks specific questions like 'Does this involve a time-sensitive wire transfer or a new asset rollover?' to filter genuine financial emergencies from routine questions.

Should I give my personal cell phone number to AUM clients for emergencies?

Avoid this to maintain boundaries. Instead, use a professional answering service that can bypass your 'Do Not Disturb' settings only for specific high-value client numbers.

How do I manage the surge of calls during a market crash?

Deploy a temporary 'Market Volatility' greeting that addresses general concerns and directs clients to a pre-recorded video or blog post, leaving the lines open for actual account-specific emergencies.

Emergency Call Protocol

Emergency Call Protocol for Financial Advisors

In wealth management, a missed call often means a missed opportunity to manage a $1 million portfolio or a $5,000 financial plan. This protocol ensures you never lose a high-net-worth prospect to a competitor simply because you were in a client review or the market took a sudden dip after hours.

Defining a Financial Emergency

Not every call is an emergency, but to a client seeing a market drop, it feels like one. True emergencies in this trade include urgent trade requests to prevent losses, notifications of a major life event like a death or divorce affecting accounts, or a 'windfall' call from a prospect who just inherited $500,000 and needs immediate direction. Distinguish these from routine tasks like requesting a tax form or asking for a balance update which can wait for a scheduled 15-minute check-in.

Key takeaway: Classify emergencies by their impact on AUM and immediate legal or tax deadlines.

The Triage Decision Tree

When a call comes in while you are in a meeting, your system must categorize it instantly. Priority 1 (Immediate) includes prospects mentioning 'inheritance,' 'rollover,' or 'liquidation' and existing clients with urgent wire transfer needs. Priority 2 (Same Day) includes market volatility concerns or questions about a $2,000 retirement plan. Priority 3 (Next Day) covers insurance reviews or general scheduling. Using a service like SkipCalls allows you to filter these calls automatically so you only break your focus for Priority 1 events.

Emergency Call Protocol for Financial Advisors

Defining a Financial Emergency

The Triage Decision Tree

Explore SkipCalls

After-Hours Response Strategy

Communicating Wait Times During Volatility

Documenting Emergency Requests

Step-by-Step Process

Identify Key Phrases

Set Tiered Response Times

Automate the Triage

Execute Professional Scripts

Sync to CRM

Review and Adjust

Pro Tips

Frequently Asked Questions

What if a client calls to place an urgent trade while I am in a meeting?

How do I handle prospects who say it is an emergency just to get me on the phone?

Should I give my personal cell phone number to AUM clients for emergencies?

How do I manage the surge of calls during a market crash?

Stop Losing High-Net-Worth Leads to Voicemail

More Resources for Financial Advisors