Question

CASE PROBLEM: Financial Consultant Chloe Bites Her Tongue Chloe is a financial consultant at Lake River Capital, a company whose primary service is managing the investments of high- income individuals. Although the field of wealth managers and financial advisors is crowded, Lake River has survived for 45 years. The company emphasizes frequent face-to-face meetings with clients. As with other financial consultants or advisors within the office, part of Chloe's bonus is based on the amount of money in her clients' portfolios at the end of the year. To attain a large bonus, as well as retain clients, Chloe has to make smart investments and maintain a good relationship with clients. For the last year, Chloe has experienced increasing difficulty in being agreeable and warm toward some of her clients. She explains why as follows. “One of my clients, Darwin, has asked me several times to find him a couple of investments that would help him reduce his income tax. I told him once politely that Lake River is committed to complying fully with tax regulations and that we make no exceptions. But Darwin makes the same demand frequently either

Answer 1

1. The basic definition of emotional labor is to manage and control one's expressions and inner feelings in order to accomplish the requirements of the job. In this case study it can be seen that Chloe has encountered many cases in which she got really angry and irritated but she behaved very professionally. She has done so because the uncomfortable situation has been caused by the client of her company and she never wants to loose the client due to disrespectful behavior.

2. In several cases it is being seen that the client is making unrealistic demand. In one of the case it has been seen that Chloe has been asked by one of her's client to make that person millionaire. In such cases Chloe can arrange a meeting with the client and her senior managers. This can reduce the unrealistic behavior of the client and Chloe can reduce biting her tongue.

3. If Chloe accepts the reality that the customer is always right it can decrease the peace of mind of Chloe. In one of the cases it has been seen that a client is hitting on Chloe and even wants to hug her. This is sexual harassment and tolerating this without reacting can be highly dangerous for Chloe. In such cases Chloe should consult with her reporting manager and declare everything in details in order to be secured.

4. If i am the manager of the Chloe i should have taken care of all the unrealistic demand which is coming from the client by helping them to understand that this is impossible. In one of the cases where Chloe is being sexually harassed, I would prefer to accompany Chloe when she is arranging any meeting with that client so that Chloe is safe. As a manager I would also prefer to provide training to Chloe so that she can able to manage this type of irritating clients in proper and effective way.