Etiqueta: Excellence

Independently of the nature of the business, being it an internet based service or a local quality food shop, adapting oneself to the client’s mother tongue is one of the easiest and richest ways to provide that special extra inch that we call Service of Excellence.

In my world of education around the financial markets in general and personal trading in particular, this feature is even more fundamental. Not everybody is fluent in English across Latin America but it is worse in Spain, where most of the Spaniards, unfortunately, have only basic knowledge of it, not even enough to follow a class or even to get to understand written English.

This is why, in these times of increasing regulation everywhere, proper educational tools are considered basic if we want our clients to keep trading with us. And by this I am talking both of our clients and our staff being trained.

The more prepared our staff is to respond to our clients in their mother tongue, the better our service will be perceived. I know it because I have been the Spanish face of CFD & Forex brokers for over 13 years now, and this issue is so sensitive that given similar system conditions, Spanish speaking people will prefer to interact with Spanish speaking staff, but also under uneven system conditions.

There are several English expressions in the financial markets which are being used in a Spanish environment, such as «stop loss, take profit, stop out, pullback, breakeven» but many others have the Spanish uniqueness way of saying or writing it and it is frequent to find out that Spanish speaking staff trained in an English context will not be able to use them properly, so their communication with their clients will not be so effective.

I started one line of business several years ago which consisted in providing education on financial markets and trading tools to clients in Spanish, through physical and online seminars and one to one sessions. This I did for the brokers I was representing, along with my on going activity as professor of the Financial Trading Course at the Spanish Official Online University (UNED).

But lately the business is expanding to other brokers too. They hire my services for me to contribute to the financial education of their Spanish speaking clients, in our common mother tongue. I do it using their trading platforms and my educational material, geared towards specific tools, market knowledge or trading psychology. No CPA, no spread sharing, just my service fee. And it works. Longstanding clients, less retention costs, happy people on both sides of the industry, consumers and suppliers.

Also, some of these brokers have understood the importance of having their staff properly trained in Spanish too, not only regarding financial vocabulary but cultural etiquette, which varies from region to region. It helps acquiring and retaining clients, adapting the service to cultural and language differences.

Distinction makes Excellence and Excellence provides business projection.

Happy to assist.