Even the best financial planning strategies have been turned upside down by COVID. And, now, your already thriving financial services business needs even more of your immediate attention as you guide and reassure anxious clients. This is a job for your on hold message.

One of the first tasks at hand is to let clients know you have the knowledge and experience to help them through the uncertainty of this financial climate. Tell callers about your qualifications, specialties and successes. Direct them to your website for current information on investing, health insurance, taxes and other essential topics.

A good way to engage clients in an on hold message is to present pertinent questions they can consider while waiting to speak with your associates. How much should I be saving? Should I be investing at this time? How do I continue my education? Remind them that all of these questions and more can be addressed by your expert staff. Provide callers with a list of all of your services and anything you are offering for free such as consultations or educational seminars.

If you offer tax planning and services, ensure callers that you can assist them with unemployment wages, bankruptcy, stimulus money, and any other COVID-related actions or income that will complicate 2020 tax filing. Direct them to COVID information on your website.

Finally, be sure to ask for their patience while waiting on hold. Communicate that you understand their sense of urgency and they will get your personal and undivided attention as soon as possible.