brilliant at the basics Archives - Page 5 of 12

How to Bring Back Face-to-Face Meetings with Clients

/ by Don Connelly / Managing the Relationship / 0 comments

A survey by YCharts in December 2019 found that clients didn’t feel engaged and wanted more personalized communications. We’ve posted several times that, pre- and post-pandemic, the frequency and style of advisors’ communication directly impact client trust and confidence in their advisor, financial plan, and their likelihood of keeping their advisor.

A more recent report, post-pandemic, found that, though virtual meetings had taken hold as a viable form of communication for advisors forced to limit in-person meetings, it’s likely that the decrease in face-to-face contact contributed to client feelings of reduced communication. That’s a direct threat to the strength of the advisor-client relationship.

How to Regain the Trust of a Client After a Disagreement

/ by Don Connelly / Managing the Relationship / 0 comments

Can you think of any relationship that has never experienced conflict—where two people with the best of intentions fail to see eye to eye on an issue? Such is the nature of relationships, even where there is a track record of trust. You expect it in a marriage and even among colleagues—so why not between a financial advisor and their client?

It happens more than you might think. Financial advisors are wired to be analytical, while clients are often driven by emotion, which sets the stage for many “reality vs. perception” standoffs.

Why Mediation Skills Matter for Financial Advisor Success

/ by Don Connelly / Best Practices / 0 comments

When most people think of mediation and negotiation, it typically refers to lawyers or third parties who facilitate dialogue between two or more parties to help them reach an agreement. In practice, financial advisors sometimes find themselves in the same position, having to resolve conflicts between a client’s family members or within their advisory team, where it’s essential to find win-win solutions.

Disagreements about money are common among married couples. Money conflicts are often rooted more deeply in people’s attitudes and beliefs about money, or, in some cases, money is not even the primary issue. However, in almost all cases, it involves two or more people who don’t know how to engage in productive financial conversations.

Your Best Practices Checklist for Resolving Client Complaints

/ by Don Connelly / Managing the Relationship / 0 comments

Client complaints—it happens to the best of us. Some financial advisors go for years without receiving a client complaint. But it will happen, and when it does, it can seemingly come out of left field. Most client complaints are unexpected, which is why advisors must be able to quickly shift into rapid response gear or risk losing a client.

We’ve posted in the past about the importance of having a systematic communications strategy in developing solid, trusted, and enduring client relationships. As part of that strategy, advisors need a well-conceived, written process for responding to client complaints. The hope is that you will never need to use it, the same way pilots hope never to have to execute emergency landing procedures—but they know the procedure inside and out.

While losing a client’s trust is not nearly as consequential, it can be avoided, even strengthened, if you adhere to your own procedural checklist of best practices for effectively handling your next client complaint.

The Significance of Ethical Practices in Maintaining Trust and Integrity

/ by Don Connelly / Managing the Relationship / 0 comments

Most financial advisors consciously try to do the right thing always. However, most people are sometimes prone to error, which is only human. The reality is that advisors, through no fault of their own, sometimes find themselves in situations where conflicts between ethical principles, client interests, and regulatory requirements can create ethical dilemmas.

The challenge for advisors is that they have to overcome a huge trust deficit with clients and prospects. To earn and keep their trust, they must constantly be hyper-aware of their actions and how they may be perceived, whether an ethical breach is intentional or not. That requires having a conscious and deliberate strategy to resolve any potential conflict.

Here are the most common ethical dilemmas faced by financial advisors.

Addressing Communication Breakdowns: 5 Common Communication Challenges Financial Advisors Face Today

/ by Don Connelly / Managing the Relationship / 0 comments

We spend a lot of time and space here harping on the importance of client communications because, more than anything else you do in this business, it can make or break you.

We’ve discussed that 72% of clients who fire their financial advisors do so due to poor communication. We’ve pointed out studies that show clients value solid communications the most in an advisory relationship, yet many feel they’re not receiving it.

We’ve also outlined the reasons why it’s critical to build a systematic communications structure designed to keep your clients engaged, cultivate loyalty, and instill confidence in your advice and then provided a framework for building it.

Above all, we’ve stressed the importance of continuously working on your communication and requisite soft skills for building trust and solidifying your relationship.

However, all that will do you little good if you don’t recognize the communication challenges you face on a daily basis, especially the communication breakdowns that lead to conflicts, such as miscommunications, misunderstandings, and a lack of clarity.

Here are five of the most common communication challenges financial advisors must recognize and overcome to build and maintain solid client relationships:

5 Essential Lead Generation Tools for Financial Advisors

/ by Don Connelly / Prospecting / 0 comments

A common mistake many advisors make is to look to lead generation as a short-term solution to a dwindling pipeline, with bursts of activities such as cold calls, direct mail, email blasts, or scheduling webinars. While these can sometimes work to fill the void temporarily, they can be very time-consuming, inefficient, and unpredictable.

To ensure a constant flow of qualified leads, lead generation must be built into your daily practice as a machine continuously attracting leads to your pipeline. Fortunately, with digital technology tools, generating qualified leads is easier than ever.

Here are the essential tools available to any advisor seeking to create a systematic process for generating non-stop qualified leads:

Best Referral Sources for Financial Advisors

/ by Don Connelly / Prospecting / 0 comments

Any financial advisor who’s been in business for more than a minute knows the best way to grow a practice is through referrals. We’re taught from the very beginning that the best source of quality referrals is from clients. Advisors who focus on differentiating themselves by delivering exceptional, highly personalized services to their clients are often rewarded with referrals.

But clients aren’t the only source of referrals. Many highly successful advisors create a comprehensive referral marketing strategy that taps multiple sources. While building a fruitful referral network can take time and effort, it is the one sure way to establish a steady stream of qualified prospects.

Here are five of the best referral sources financial advisors can develop.

Four Imperatives You Must Embrace to Achieve Sustainable Growth in Your Practice

/ by Don Connelly / Best Practices / 0 comments

As you might already know, the key to achieving sustainable growth in a financial advisory practice is to focus on your core business of business development and client management. From a practice management standpoint, that requires developing business processes that enable you and your team to gain greater efficiencies while increasing productivity by doing more with less. In other words, turning your practice into a well-oiled machine.

But what about you? As the guiding force of your practice, what are you doing individually to ensure its sustainable growth? Business processes are essential for scaling your business and expanding its capacity for growth. But there are certain things only you can do to drive its growth.

Here are four imperatives financial advisors must embrace to achieve sustainable growth for themselves and their businesses.

Niche Marketing: Narrowing Your Focus to Attract More Quality Prospects

/ by Don Connelly / Marketing Yourself / 0 comments

In recent years, the commoditization of investment advice has forced an increasing number of financial advisors into offering more comprehensive financial planning as a way to add more value to the client relationship. As a result, the financial planning space is becoming much more crowded, making it difficult for financial advisors to stand out.

That is why many practice management consultants recommend that financial advisors establish a niche to more quickly build their businesses, focusing on a more targeted market they can dominate rather than a broader market they can vanish in. The key to differentiation in a crowded field is to become more focused and specialized to become recognized as the best-of-breed for a specific type of clientele that can be served profitably and effectively.

Successfully crafting a niche is not without its challenges, and most advisors avoid attempting it for fear of narrowing their field of prospects. However, any advisor who has found success in a niche will tell you that, while you may narrow your field of prospects, you increase the likelihood that a higher percentage of prospects in the niche will choose to do business with you.

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