The Adapter’s Advantage: Mark Caner on Engaging Customers
Welcome to The Adapter’s Advantage: Breakthrough Moments that Lead to Success. In episode 25, financial services leader Mark Caner shares his expertise in engaging Millennial customers, lessons from adapting to a virtual environment, and the importance of becoming a better listener.
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“Listen, learn, and then lead. I believe the most critical aspect of learning is listening.” — Mark Caner
Mark Caner is President of W&S Financial Group Distributors, Inc. He is responsible for leading four sales channels (Financial Institutions, Broker Dealers, Independent Marketing Organizations / Independent Agents, RIA Institutional), as well as Marketing, Product Management / Development, Relationship Management and Sales Support.
With over 30 years of experience in the financial services industry, Mark works diligently to develop financial solutions for investment professionals to help their customers invest for, live in, and manage risk as they prepare for and enter retirement. His education and expertise have led to numerous speaking engagements at various industry conferences and media events.
Listen as Mark shares his insights for engaging Millennials in the workplace and how to listen to lead.
Episode 25: Listening to Lead | Mark Caner
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From This Episode
Host Mark Magnacca: “How have you helped your team adapt to the new environment that we’re in and as we move forward in this hybrid work model?
Mark Caner: I am very blessed to be with a highly capable team of self-driven individuals who care deeply about what they do. A challenge over the past year was not to change who they are or the character that makes them so successful. They have the drive it takes and initiative to seize the opportunities. My job as their leader is to harness that energy, align it in the right direction, remove obstacles where I can, and let them run.
“It’s also important for us to remember that despite our best laid plans, surprises are going to come along at some point. When those surprises hit, all we can do is fall back on what we have learned and the habits we have developed in this past year.
“The pandemic has changed the primary method we [use to] interact with our customers, financial advisors, and firms. It initially called for a quick adaptation for us to fully integrate our technology to write business entirely electronically. And fortunately, we were able to rapidly accommodate this need in short order.
“But this was followed very quickly by this new virtual environment that was more of an exception before Covid hit and now it’s the norm. To help support this effort, we have enhanced cameras for the wholesalers and enhanced their microphones, the lighting, and even added green screens to enable our wholesalers to adapt to this new environment more effectively and professionally. All through this process, we’ve shared best practices, strategies, and techniques to help them thrive in this new normal.”
About The Adapter’s Advantage
Our podcast features leaders from sales, training, and industry who share their personal journeys of transformation and how they are adapting to an ever-changing environment. As your host, I’ll introduce you to some of the most interesting and inspiring people I’ve met over the last twenty years.
The conversions dive into the ups and downs of their journey. Our guests focus on inflection points—the aha moments that, in retrospect, had a critical impact on their success. These interviews will leave you with practical, real-world advice that you can apply to your life.
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