Dombo Dombo is not just a Specialist Investment Consultant at INN8 – he’s a digital detective, platform pioneer, and adviser whisperer! Since joining the team, he’s been guiding advisers through the digital revolution, helping them trade paper trails for seamless straight-through processes. With a knack for patience and a good story about shared university connections, Dombo is all about making digital magic happen, one adviser at a time.

The INN8 Journey: Can you share a bit about your journey at INN8? How did you start, and what has been the most exciting part of your experience so far?

My journey with INN8 has been exciting. Seeing advisers enjoy a straight-through process is rewarding as they grasp the power in their hands—no longer restricted by signatures or SLAs.

Day in the Life: What does a typical day look like for you as a Specialist Investment Consultant at INN8? Any interesting or challenging moments that stand out?

I usually have meetings and calls in the morning, followed by emails later in the day. One standout challenge is when advisers encounter web errors without a clear explanation. It often requires detective work, as the issue could be a web glitch or user error. I have to investigate thoroughly to resolve it.

Key Learnings: In your role, what are the key skills or insights you've gained that have been crucial for success in business development at INN8?

Negotiation skills are crucial when working with advisers who are hesitant to adopt a new system. Empathy is also essential when assisting an aggrieved adviser. It's important to understand different personalities to provide personalised support.

Favourite Project: Could you share a project or client interaction that you found particularly rewarding or memorable? What made it stand out?

One of my most rewarding experiences was with a mature adviser who was initially reluctant to switch from a paper-based platform to a digital one. I patiently explained the INN8 Investment Platform in detail and highlighted how the benefits far outweigh those of a paper-based system. He appreciated my approach and has since started giving us business.

Client Connections: Building relationships with clients is a crucial aspect of business development. Can you share a story about a client interaction that taught you something valuable or left a lasting impression?

With my more mature adviser, there were several valuable takeaways:

• Attention to detail: We both live in Cape Town but studied at the same university in Johannesburg. My professor was his classmate, which created an instant connection.
• Go at the adviser’s pace: He wasn’t quick to adopt but was curious. I matched his pace and fed his curiosity until he fully embraced the platform.

Challenges and Solutions: Every role comes with its challenges. What's a challenge you've faced as a SIC, and how did you overcome it? Any lessons learned?

A key lesson for me was not to make assumptions and to acknowledge the adviser’s frustrations. Once, I had a call with an adviser upset about a web error. His frustration was understandable, but he didn’t give me a chance to respond. After the call, I sent him a detailed email, acknowledging his concerns, outlining the steps I was taking, and providing timelines. I kept him updated daily, and in the end, he apologised for "throwing his toys out of the cot."

Personal Growth: In your time at INN8, how have you personally grown, either professionally or personally? Are there any experiences that have shaped you?

A big learning curve for me has been shifting from simply responding to queries initiated by advisers to actively starting conversations and sourcing business. I’m working on that.

Advice for future SICs: If you could go back and give advice to yourself when you started as a SIC at INN8, what would it be? What advice do you have for someone aspiring to join the INN8 family?

To myself and any new SIC, I’d say this is a fantastic organisation to work for. Seize the opportunity, use the resources around you – especially your colleagues – and put in the work. You’ll reap the rewards.