A Culture Founded on Service, Culture and Hospitality
Service, organizational culture and hospitality are the three pillars of the KIG brand that harmoniously deliver “Financial Care for Life.” To elaborate, “service” includes their clearly defined systems and processes that ensure that no breakdowns occur. “Culture” speaks of their code of conduct, values, community, and beliefs where their clients are their employers, and their success is their purpose. The best example of this practice at KIG is their “it pays to wait” policy, specifying any client waiting for more than four minutes for a scheduled appointment will receive compensation. “Hospitality” is all about making every client experience memorable and worth their valuable time. It also includes an office courtesy library where clients can leave with recommended books as well as a hospitality station covering everyday needs ranging from mobile power banks and shoe shine kits to eye glass repair kits, hand sanitizer, Tide sticks and Chapstick.
KIG also has its own “credo,” depicting its core values and beliefs as an organization. Shedding some more light on it, Kennedy shares, “As a company, we’ve always been committed to steadfast processes and procedures that ensure we can deliver a consistently excellent client experience. For instance, we have a ‘Two-Phone Ring Policy.’ Clients should expect to be communicating with a live, competent person within two phone rings. No voicemail. We have a “Goodnight Policy’ – every call and email will be returned the same day even if we stay late and say goodnight to every person that needed to speak with us during the same day. We also have a ‘No Pile and No Backburner Policy.’ A client will never be under a pile, and every file receives undivided attention during our checkpoint meetings.”
This kind of dedication and commitment is uncommon in the industry and truly makes KIG stand out in terms of their customer support and driving client loyalty.
March 9, 2020, 11 years since the great recession, marked the beginning of an unexpected worldwide economic slowdown. While most businesses had to pull their shutters down, KIG pulled their sleeves up. Proactively as part of their ongoing support and counseling, they had been educating their clients on being financially and emotionally prepared for the next downturn.
Kennedy says, “When the pandemic hit, we had already been through a massive economic slide ‘fire drill’ several times with each and every client. It reiterated our preparedness and defensive philosophy at the peak of a cycle. Our preparations also made it a quick pivot into leveraging technology for seamless business continuity.”
Looking towards the future and the post-COVID-19 era, KIG’s mission and care-based approach will continue to be a mainstay and serve as a differentiator regardless of any challenges that lie ahead. They have, however, changed how they deliver their services due to social distancing measures and client preferences.
Speaking of what lies ahead and what his plans are for KIG, Kennedy asserts, “We will continue to serve our clients in a way that each and every client feels as if they are our only client and the only thing that matters with each and every engagement. We’re passionate about helping our client’s succeed and providing each with the confidence they can achieve their dreams of tomorrow while being prepared for any of life’s uncertainties. It’s organic to who we are individually and collectively and true to our ‘Financial Care for Life’ promise.”