Episode 68: Extraordinary Service During This Pandemic

"In this Advisor PACT™ Monthly Session, Mark McKenna Little addresses how financial advisors can maintain calm, leadership, and client trust during times of widespread fear—using the coronavirus crisis as a real-time example. He introduces The Dunning–Kruger Effect to explain why misinformation and panic spread so easily, and how advisors can use this concept to guide clients toward rational decision-making. Mark shares his “Three Elements of Ideal Client Guidance”: Live life on purpose with a clear financial strategy. Focus only on what can be controlled. Avoid pretending to be an expert in areas outside your knowledge. He stresses the advisor’s duty to model optimism, lead with facts from credible sources, and help clients tune out panic-driven media. The session also includes actionable office procedures for client meetings, document handling, and proactive communication—showing how to turn a global crisis into an opportunity to exceed client expectations and deepen trust."