Trust is conceivably the most sought-after currency traded between a client and an investment manager. But it is a somewhat nebulous concept because it is so difficult to evidence or quantify. However, trust is real, and without it, clients will be reluctant to hand over their hard-earned money for safekeeping and are unlikely to remain invested with you through all the vagaries of the financial markets.
The pandemic has introduced a host of new risks and challenges, putting further pressure on this prized currency. This article summarises our endeavours and beliefs regarding best practice when it comes to building and maintaining client trust through the Covid-19 pandemic.
The widely-recognized cornerstones of earning client trust are competence, reliability, integrity and communication. For investment managers, these coalesce into generating the performance clients expect to achieve – but if this does not happen, prompt and honest communication is critical on any matters standing in the way of delivering on the agreed client mandate.
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