Cadence is a digital platform that streamlines and simplifies estate planning and settlement, helping clients through some of life’s most challenging times. While we are primarily an online platform, we do also complement our aftercare services with one-on-one support to clients, as needed. Cadence has Certified Executor Advisors available to answer questions, assist clients with research and tasks, and provide referrals to professionals.
As a Cadence Advisor, I take great pride in providing professional and compassionate support to my clients. It goes without saying that professionalism and knowledge of estate administration is a priority for us. However, demonstrating sincere compassion and empathy while delivering this knowledge is of the utmost importance. We can possess all the knowledge and expert advice in the world, but it will not be as impactful if we do not convey this with a tone of empathy and understanding of our client’s personal situation.
I consider it an honour to have the opportunity to offer support to clients who are grieving. It can often be difficult for family members and friends to reach out to their loved ones who are dealing with grief; they may feel as though they don’t know what to say or are worried about saying the wrong thing. I feel that I have the privilege of serving as a subtle and unexpected support system for someone who is grieving.
Sometimes having someone to talk to, with whom they have no personal connection, can help give people a sense of comfort. They can speak openly without judgement, and have the space to be themselves. It is important to us that our clients feel at ease and know that we are here to support them as much as we can, so that they may have the time they need to grieve. We know and understand that estate settlement can become quite overwhelming and we aim to make the process as simple as possible.
Clients should expect to hear from a Cadence Advisor by phone within two weeks after they are set up with an account. The intent of that phone call is to merely check in with the client to inquire if they have any questions about our services, or about estate administration in general. We will also check in with clients who have not yet logged in to their account to see if they need any help getting started.
When I reach out to a client, I make a point of noting their state of mind at the time of the call. Is the client feeling overwhelmed, sad, content, angry, vulnerable, or a combination of emotions? I aim to prepare myself in advance for whatever emotions they may be feeling during our call and tailor our conversation accordingly.
I will always preface the conversation by asking the client if it is a good time to talk, and respect the fact that they may not feel up to it at the moment. In the case of the latter, I will offer to call them back at another time, and will follow up with an email advising them to reach out when they are ready.
It is definitely essential to the success of our business to raise the bar for our client’s experience. At Cadence, we are not simply providing the same type of customer service one would expect in a service role. We have the obligation to go above and beyond by being in tune with our clients’ emotions and to deliver our service accordingly.
Clients can reach out to a Cadence Advisor for support by phone, live chat, or email at any point during the estate settlement process, which is often a year or more. We also offer the option to schedule a support call with an Advisor if they want the opportunity to discuss anything in greater depth. We want our clients to know that we are there to support them in any way possible.
Cadence Advisors have put in hours of research and training in order to provide expert advice and guidance. We do not claim to know everything and are always learning with each situation that we encounter. Every estate is unique and has different challenges that must be addressed, and we do our best to help support clients and families through this process. It is important to note that Cadence Advisors do not provide any legal, financial, or accounting advice; however, we are happy to provide a referral to a professional in their area, or additional resources, as needed.
If you have any questions about how we offer our support and services, please reach out to a Cadence Advisor at support@cadencecares.ca or 1-800-500-2135.
