February 17, 2023

Customer satisfaction is at the core of everything we Sherus do. Recently, Sheru Pankaj Shah, Branch Manager, Mumbai – Ville Parle branch, received a glowing testimonial from an old customer’s son-in-law for providing “absolutely amazing assistance” to the customer. The son-in-law, based in the USA, wanted to transfer the stock holdings of the customer from his old bank demat account to Sharekhan so that he could liquidate and re-allocate the funds. The son-in-law was visiting India for two weeks and was very apprehensive about getting all the paperwork done in that short period. It seemed like a tremendous challenge to get all the documentation done in that time as the 86-year-old customer could not travel to the branch.

Pankaj and his team, with their spot-on and timely guidance and support, managed to overcome all challenges and got the stock holdings transferred to Sharekhan with all the proper authorisations and document signatures right on time. The aged client had to put in minimal effort. Definitely a Sharekhan Success Story that is waiting to be told. Let us hear it from Pankaj himself.

Internal Communications Team (ICT): How does it feel to be nominated in the Sharekhan Success Stories?
Pankaj Shah (PS): I really feel proud to be nominated in Sharekhan Success Stories. In my 35 years of career in the capital market, I have been involved in only client servicing and I feel happy that my clients are satisfied with my services.

ICT: Tell us a little more about the support you provided to the client.
PS: The client, an old gentleman, wanted to transfer his stock holdings from an old bank account to Sharekhan account so that he could liquidate and re-allocate the funds. We had only two weeks to complete all paperwork and do the needful. Once we met the client and understood his requirements, we gave him the right advice. I personally visited his residence in Mumbai to offer support and filled the KYC form in front of the client. I also sent the office boys at regular intervals to the client’s place and ensured that the client did not have to visit our branch, considering his age-related health issues. The client’s son-in-law was very happy and impressed with our service and wrote us a letter of appreciation.

ICT: Did you face any challenges? If yes, how did you overcome them?
PS: It was Diwali time and the client’s son-in-law was in Mumbai on a short visit and wanted all the paperwork done in his presence. So it was a challenge to complete all paperwork within the short time frame but we did it. Also, the client’s account was dormant with the other depository participant (DP). So we had to first get the account activated and then only could we transfer his shares to the Sharekhan DP.

ICT: Your message to Sherus?
PS: It feels really great when our clients are satisfied with our work and appreciate our efforts. We all can keep our clients happy by following these simple rules:

• Be dedicated to your work.
• Do justice to your job role.
• Be focused.
• Handle challenging situations calmly.
• Be honest to clients and do not sell them products just to meet your targets.
• Be transparent and open minded always.
• Make your own SWOT analysis.
• Welcome changes and transformation with open arms.

If you too have a success story to tell, please write to us at priya@sharekhan.com.