Pinnacle Financial Partners: Distinctive Service

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

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...

Jan 2007 - June 2007

July 2007 - Dec 2007

Jan 2008 - June 2008

403
Records

1054 Records

1029 Records

Is in touch with me frequently enough to know and meet my needs.

4.79

4.68

4.71

Listens to me and understands my needs before proposing a solution.

4.89

4.80

Involves other specialists when needed to ensure I get the best advice.

4.83

4.78

Introduces me to others including key decision makers to ensure I will be taken care of in his/her absence.

4.75

4.71

4.70

Demonstrates knowledge and experience necessary to meet my needs.

4.90

4.85

4.84

Provides me with knowledge and creative insights that I would not have had without him/her.

4.74

4.66

4.65

Generally offers several workable solutions.

4.79

4.70

4.71

Makes proposals that are generally responsive to my needs

4.84

4.76

Provides timely responses to my requests.

4.89

4.83

4.84

Follows up to ensure that things have happened as they should have.

4.85

4.78

4.80

Ensures accuracy in all our work.

4.86

4.80

4.81

Makes me aware of potential problems before they become real problems.

4.78

4.80

4.81

Delivers against his/her commitments.

4.90

4.83

4.85

Is recognizably better than his/her competitors.

4.86

4.79