Brian Culbert, first vice president with CIBC Wood Gundy Inc., has a multi-pronged strategy for building client confidence in tough times. It combines service, regular communication and total honesty.

He shares a base of about 300 clients with business partner Bruce Moore and, with the help of three assistants, the pair are able to offer their combined financial and hand-holding expertise.

“In this business one person has to wear many hats, including marketing, administration and service,” Culbert says. “There are a lot of demands on your time.”

Culbert’s policy is to always return phone calls the same day. If he is unavailable, Moore or an assistant will return the call and arrange a time for the client to speak with Culbert.

“The business has grown almost exclusively from referrals, and that is directly related to the quality of service,” Culbert says. “When your personalities mesh and clients feel you are taking good care of them, they are not shy about spreading the word.

“In fact,” he adds, “during the turmoil, we have seen referrals pick up. If ever people were in need of financial guidance, it’s now.” — JADE HEMEON