There's a new addition to the "we already knew that" file -- a new Millionaire Corner survey of affluent investors. When asked what their advisor does to build their relationship, 82% said that their advisor promptly returns their calls and 72% said their advisor “makes time for me.” Stop the presses!

Yet as obvious as those results are, they still raise a couple useful questions. The first: What should you do with this information? There are clear implications for your service system, for instance; if you didn’t already know that you should return a client’s call promptly, here’s proof positive. Less obviously, you need to make sure your staff is in agreement about what “prompt” means. How quickly do you return client calls? Do you monitor or measure it?

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