The Human Touch in the Age of AI

<p>&lt;p&gt;In this episode, Drew sits down with Sal Perez, founder of Totem Wealth Management in Charlotte, to talk about what AI means for client experience. Sal grew up in Orlando, played soccer at Winthrop, started his career at Vanguard, and opened his own firm in 2023. They get into why AI note takers make advisors more present, why clients still want a person to hold accountable, and what a handwritten note from a Tupperware CEO and a Ritz Carlton guest notes system teach about paying attention. They also cover hiring for what can&#39;t be taught, how AI helps a team personalize at scale, and why Drew tells clients to work in four to six week bets.&lt;/p&gt;&lt;p&gt;&lt;strong&gt;Takeaways&lt;/strong&gt;&lt;/p&gt;&lt;ol&gt;&lt;li&gt;Don&#39;t be scared of what&#39;s coming. Be scared of not adapting to it. The advisors AI replaces will mostly be the ones who never tried it.&lt;/li&gt;&lt;li&gt;People hire white glove service because they lack the time, the willingness, or the ability. Often it comes down to willingness.&lt;/li&gt;&lt;li&gt;When something goes wrong, people want a face to hold accountable. Nobody wants to yell at a trading algorithm.&lt;/li&gt;&lt;li&gt;Sal typed a scenario about losing a daughter into Gemini and got back a list of cremation places and lawyers. Big life moments need someone who listens first.&lt;/li&gt;&lt;li&gt;Sometimes a client just wants to vent. Feeling heard can move you from vendor to trusted partner.&lt;/li&gt;&lt;li&gt;A handwritten note still stands out. Rick Goings, then CEO of Tupperware, wrote one for every deal he closed.&lt;/li&gt;&lt;li&gt;Small details build loyalty. The Ritz Carlton tracks guest preferences so a Charlotte FC jersey can be waiting on the bed.&lt;/li&gt;&lt;li&gt;Standardize your process so you can hire for what can&#39;t be taught. Drew&#39;s core four are a high give a shit factor, growth mindset, bias toward action, and good communication.&lt;/li&gt;&lt;li&gt;AI can make personal touch scale. Before a call, ask it for three to five personal details about the client.&lt;/li&gt;&lt;li&gt;Take your best people and put them in an Iron Man suit. Turning on Copilot isn&#39;t enough. You have to teach people how to use it.&lt;/li&gt;&lt;/ol&gt;&lt;p&gt;&lt;strong&gt;Chapters&lt;/strong&gt;&lt;/p&gt;&lt;p&gt;00:00 Cold open: the handwritten note&lt;br&gt;00:36 Intro to the show and guest&lt;br&gt;01:10 Sal&#39;s background: soccer, Winthrop, Vanguard, starting Totem&lt;br&gt;03:04 Drew&#39