Joanne last saw her adviser, Anthony Nichol at AMP Advice Docklands, five years ago. She'd found him very helpful and personable. Their last conversation had focused mainly on facts and figures. Anthony had asked a lot of questions and had come up with solutions to meet her needs, so she was happy to seek his help again.
Before their meeting, Joanne was given information about the new name and approach. She loved the look of the new office and was keen to participate, but it wasn’t until she actually met with Anthony that she really understood how different it would be.
'Exploring my goals in this new way really made me think more broadly. I thought I was thinking long term when I started. I had one or two goals, but exploring further really helped me see the possibilities. I ended up with six goals. That’s when I realised that I actually wasn’t clear on what I wanted to do.'
'It led to questions I hadn't thought about before, for me and my adviser. It helped us have really great conversations. It also puts you on the spot a bit but in a good way. It helped me look at some things I had been avoiding. It was great to get it all out on the table and explore my options and situation.'
Before she started, Joanne was planning to fully retire. Now she realises that she may want to work again, and she has a Goals Plan to help her keep her options open.
Then versus now
When comparing the last experience with this one, Joanne gave a great analogy—she said it was like comparing 2D to 3D. So while her first advice experience was positive, this time it was more rounded and holistic, squarely focused on her.
'Our conversations and my questions were reflected in the final Goals Plan—there was a clear response to each one. So straight away I could see the value.'
The people behind the process
Joanne went on to explain that the people she dealt with were key to her experience.
'Everyone was keen to understand me and make sure the process was working for me at every step. In fact, they were so enthusiastic about it, it was infectious.'
'I felt like I was their only client. I never felt rushed and they took the time to go through it with me. Anthony made sure I met the team so I would always feel comfortable getting in touch. I really, really felt valued.'
Here to help
'I came back to see Anthony initially based on our existing relationship. He made me feel important. But this this whole experience has only strengthened that. He really understands me.'
'As I realised that full retirement may not work for me … I think I might need some guidance as I get to retirement age. So I’ve chosen an advice package that will give me the ongoing support I want. I feel good about having this in place. If you can see the value in something, then you know you need to pay for it. The whole relationship is of value.'
'It's great that AMP is recognising that customers are changing and expecting more; that you want to understand who we are. And I like that you are using the latest technology to support that.'
So now that she has a Goals Plan in place Joanne feels everything is in her grasp. She has started on some practical steps to help reach her goals, like preparing her house to sell, so she can downsize and pay off her home loan.