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Why we answer the phone
94% of calls to Kith are answered by a person. The other 6% get a call back the same day. This is on purpose.
Written by
Mara Hale
When I started Kith, I made one rule: a person answers the phone. Not a menu, not a voicemail tree. Rosa, or the advisor you are calling, or whoever is nearest.
It costs us something. It is also the single thing clients mention most when they tell friends about us. Money questions are rarely urgent, but they are often anxious, and an anxious question deserves a human voice the same day.
We track it. Last year 94% of calls were answered live. The rest were returned before the end of the day. If that ever slips, tell me directly: ext. 201.
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