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Distinctive Service
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The success of Pinnacle Financial Partners in delivering
distinctive service is a featured case study in “Indispensable: How to Become the
Company That Your Customers Can’t Live Without.” Author Joe Calloway
examines how companies make themselves indispensable to their clients. The book
reveals five key strategies that virtually all indispensable companies share.
Chapter 13 highlights the ways Pinnacle has reinforced all five strategies and
has truly become indispensable to our clients.
Chapter 13 in PDF
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What our Clients are saying:
If you really want to know whether Pinnacle delivers distinctive service, the
best place to go is to our clients. See what they think.
You can do that very easily by checking out our clients' responses to Pinnacle's
annual client survey (see below). This is one of several surveys we conduct on
a regular basis to help us really listen to our clients and measure ourselves
on whether we are delivering what we promise.
Let's face it. No financial institution has ever said, "We strive to give the
worst service possible." What's important to Pinnacle is what our clients say -
and whether we are delivering what the client defines as distinctive service.
Here's how our clients rated Pinnacle in our most recent survey (responses are
on a 1-5 scale with "1" being strongly disagree and "5" being strongly agree
with the statement).
My Financial Advisor...
| Strongly Agree |
5
|
| Agree |
4
|
| Somewhat Agree |
3
|
| Disagree |
2
|
| Strongly Disagree |
1
|
|
July 2005 - Dec 2005
|
Jan 2006 - June 2006 |
July 2006 - Dec 2006 |
|
|
475 Records |
556 Records |
1001 Records |
| Is in touch with me frequently enough to know and meet my needs. |
4.72 |
4.68 |
4.73 |
| Listens to me and understands my needs before proposing a solution. |
4.83 |
4.81 |
4.85 |
| Involves other specialists when needed to ensure I get the best advice. |
4.79 |
4.75 |
4.78 |
| Introduces me to others including key decision makers to ensure I will be taken
care of in his/her absence. |
4.77 |
4.69 |
4.75 |
| Demonstrates knowledge and experience necessary to meet my needs. |
4.88 |
4.85 |
4.89 |
| Provides me with knowledge and creative insights that I would not have had
without him/her. |
4.68 |
4.65 |
4.70 |
| Generally offers several workable solutions. |
4.73 |
4.71 |
4.76 |
| Makes proposals that are generally responsive to my needs |
4.78 |
4.74 |
4.79 |
| Provides timely responses to my requests. |
4.88 |
4.82 |
4.89 |
| Follows up to ensure that things have happened as they should have. |
4.82 |
4.80 |
4.84 |
| Ensures accuracy in all our work. |
4.83 |
4.82 |
4.86 |
| Makes me aware of potential problems before they become real problems. |
4.75 |
4.73 |
4.73 |
| Delivers against his/her commitments. |
4.84 |
4.83 |
4.88 |
| Is recognizably better than his/her competitors. |
4.85 |
4.79 |
4.84 |
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