I believe clients choose Van Lanschot Kempen because they know we’ll take the time to understand their needs and offer a highly personal, tailored service. For us, every interaction is an opportunity to build a genuine relationship. We aim to add a personal touch to every conversation, no matter how routine the request might seem. For instance, when a client contacts us to change their address, we take a moment to ask about their new home. This often leads to pleasant, personal conversations that help us truly understand our clients’ lives and their needs. 

 

For prospective clients, the Client Services team is often the first point of contact. We speak with them and answer their initial questions, then our Central Acquisition team follows up with a personal approach tailored to the prospect’s individual requirements. 

 

This time and attention devoted to clients doesn’t go unnoticed. Even if it takes half an hour to help a client log in, that’s not a problem for us, and clients often mention how much they appreciate our patience and willingness to assist until everything is resolved. And if a client is having a tough time, we may send them flowers or a small gift to simply let them know we care. The positive and sometimes emotional responses we receive make our work feel truly meaningful. 

 

In a world full of volatility, this personal approach gives clients peace of mind. In fact, clients regularly call us for advice about uncertain or stressful situations. At moments like that, our main responsibility is to provide a sense of calm and take immediate action where necessary. For example, being targeted by a scammer can have a significant emotional impact. We act quickly to secure client accounts and guide them through the next steps. These are the times when our personal approach can really make a difference, and we make sure all the practical matters are taken care of.