Existing Client Calling

Answer: “I regret you had this experience. Would you mind sharing what happened? (Allow client to vent) “I want to understand your concerns better. It’s important to us that we make your banking experience with KeyBank as smooth and rewarding as possible.” Advance: “I’d love to discuss this with you in more detail and see…

Answer: “That’s perfectly fine. Many of our clients already have an advisor and I am not asking you to immediately change that relationship.  However, it’s always valuable to explore other options and get a second opinion. It never hurts to see if there are better solutions out there that align more closely with your goals.”…

Answer: “We offer a variety of credit and deposit products, and rates/fees can vary depending on the specific type and term. A personal meeting would allow me to provide you with a tailored comparison based on your needs, as well as give you a better understanding of how our options might benefit you.” Advance: “When…

Answer: “I completely understand. Many of our clients like to discuss decisions with their spouse before making a commitment. In fact, it might be helpful if we all meet together—this way, I can answer any questions you both have and ensure you’re making the best choice for your situation.” Advance: “Would it be possible to…

Answer: “Of course, I’d be happy to follow up with you. How about we tentatively schedule a time now, and I can give you a reminder call a day before?” Advance: “Does the later part of next [Week/Month] work for you? Perhaps [Day] morning at [Time]?”

Answer: “I completely understand that you’re busy. I’d be happy to accommodate your schedule and can meet with you at a time that’s most convenient for you—perhaps early in the morning before 9:00 AM, after 5:00 PM, or even on a Saturday.” Advance: “Would after 5:00 PM work for you, or would another time be…

Answer: “I can appreciate that, but I’ve found that sending brochures or information in the mail can be a bit impersonal, and it often doesn’t address your specific needs. Meeting in person allows me to provide a tailored explanation and answer any questions you may have.” Advance: “How does [Day] at [Time] look for you…

Answer: “I understand that you’d like to keep this conversation simple over the phone, but I’ve found that having a face-to-face meeting helps our clients better understand how KeyBank can meet their unique needs. It also allows us to discuss your goals more thoroughly and explore the best options for you.” Advance: “Would it be…