06-19-2011 09:42 AM
In my estimation, recon a recon may not be the best idea. It is true, all financial firms meticulous track frequency and contents of telephone calls into their service centers.
In our firm, once I see any client call more than "normal," I immediately initiate protocols to help this client find another firm more commensurate for their needs. I've found that if left alone, the resources and time devoted to the 5% of most troublesome clients will completely wash away the profits generated by the top 5%--all things equal.
For most firms, to recon and recon may land you on this list.
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