client relationship Archives - Don Connelly & Associates

How to Handle Unexpected Client Questions

/ by Don Connelly / Best Practices / 0 comments

As a financial advisor, it’s essential that your clients ask questions. It means they want to engage with you, and they trust your expertise. Every question a client asks is an opportunity to educate them, which is a good thing. When your clients are comfortable enough with you to ask questions, it’s a sign of a healthy advisory relationship.

But what if a client blindsides you with an unexpected question, one you didn’t see coming? The relationship could turn on how you handle the question. If you hesitate, appear uncomfortable, or try to avoid the question, you could find yourself outside the client’s circle of trust, at least for the moment.

However, if you’re prepared to manage these impromptu and uneasy moments with confidence and professionalism, you will reinforce the trust you’ve already built.

Using Client Feedback Loops to Build Trust and Loyalty

/ by Don Connelly / Managing the Relationship / 0 comments

Wouldn’t it be great if you could read your clients’ minds to know how they feel about you and your service? If you knew what they were thinking, you could ensure you’re doing all the right things to exceed their lofty expectations, leading to stronger and more trusting client relationships. Fortunately, you don’t need to read minds. All you need to do is ask them.

Successful, customer-centric companies constantly ask their customers what’s on their minds through a mechanism known as a customer or client feedback loop, a system where they regularly gather, analyze, and act on feedback to improve their products and services. Successful, client-centric financial advisors do the same thing, enabling ongoing communication with their clients to help refine and enhance their experience.

Strategies for Handling Resistance and Rebuilding Long-Term Engagement with Dormant Clients

/ by Don Connelly / Managing the Relationship / 0 comments

If you’ve been in this business for any amount of time, you’re probably building a nest of “inactive” or “dormant” clients. These clients were once actively engaged with your advice but have since drifted away for various reasons, including changes in life circumstances, a lack of consistent communication, or a bad experience. Whatever the reason, it may be time to “fish or cut bait” to either reengage with them or move on completely.

Keeping inactive clients on the books who have no intention of doing business with you is nothing more than a distraction or a false sense of security. They need to be let go. On the other hand, there may be some golden opportunities lying in wait, but they’re not likely to come to you. Either way, you need to take the initiative and find out.

Reconnecting with dormant clients can be challenging. When reaching out after a period of inactivity, you may face some resistance. Some clients may be hesitant to reengage, perhaps harboring concerns or dissatisfaction. For any chance of rekindling trust and the relationship, it’s vital to understand how to manage these reactions and rebuild the foundation for long-term engagement.

How to Reconnect with Dormant Clients: Rebuilding Lapsed Relationships

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If you’ve been in this business for any length of time, you know the cost, in terms of time, effort, and money, of bringing in a new client. You should also know that replacing a client who leaves with a new client costs five to 25 times more than retaining an existing one. Client retention is crucial to building a sustainable and profitable business.

How about when clients go dormant? They’re still on the books as clients but less engaged for one reason or another. They may still take your calls, but not necessarily your advice. If you track such things, you may find they no longer visit your website or respond to your social media outreach. They may have even pulled some business from you, leaving some to keep the relationship alive.

From a business standpoint, they may as well be a “lost” client. You either have to replace that lost business or find a way to reconnect and rejuvenate the relationship. The good news is these clients already know and trust you, so it should take less effort than starting from scratch with a new client. Additionally, proactively reaching out to inactive clients can uncover fresh opportunities and refortify the foundation of your relationship.

To Better Understand Your Client’s Goals, Listen Carefully to How They Express Them

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To Better Understand Client Goals, Listen Carefully to How They Express Them

A critical aspect of advising clients is to ascertain their financial goals correctly. If you or your clients don’t genuinely understand the goal, your advice could be dangerously off base, and you could lose your client’s confidence.

Clients typically come to financial advisors with various goals, but they might articulate them in nuanced ways, reflecting their concerns, values, and life circumstances. Your role as a financial advisor is to listen carefully, ask probing questions, and translate these expressions into actionable plans created around their biggest concerns, preferences, and priorities.

Here are five common financial goals clients have and how they might express them differently:

Changing Negative Perceptions and Attitudes as a Financial Advisor

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Most people become financial advisors because it is one of the more rewarding careers, indeed in terms of monetary rewards, but also working in the service of others to help them achieve financial security and long-term prosperity. However, many advisors struggle with aspects of their job that can lead to self-doubt, hesitation, and guilt.

These negative emotions often stem from deep-rooted perceptions and attitudes that can negatively impact client relationships and hinder professional growth. For example, for experienced advisors who become good at what they do, the job gets easier—almost too easy.

Make It Your Focus to Be Referable

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I don’t think any one method of prospecting works particularly well, but they all work. The idea is to pick one and stick with it. Whichever method you choose, give it a chance. Don’t bounce around. Get so good at the method you choose that getting referrals become as natural as brushing your teeth in the morning. Position yourself to be referable.

Watch this video or read the transcript below, adapted from the video, to learn how to make yourself referable.

5 Client Behaviors Financial Advisors Must Put a Stop to and How

/ by Don Connelly / Managing the Relationship / 0 comments

The widely studied field of behavioral finance has firmly established that many investors’ mistakes can be attributed to their emotions, which can cloud their judgment and overpower their patience and discipline. Ben Graham, arguably one of the best investors of all time, said, “The investor’s chief problem—even his worst enemy—is likely to be himself.”

Many financial advisors think their most important function is to devise financial strategies and help their clients allocate their assets to help them achieve their financial goals. Certainly, that’s important. But that’s what advisors study and train for. It’s what they do.

However, I would argue that the most essential function—the critical role advisors must fulfill—is that of a financial coach. Above all else, a financial or investment strategy rooted in sound practices and principles requires discipline and patience. However, when emotions cause a client to break from the strategy, you are the only person who can keep your clients anchored and coach them through the momentary instinct to act irrationally.

Addressing these behaviors proactively can help your clients stay on track and make sound decisions. Here are five common client behaviors that financial advisors should be prepared to address and strategies to manage them effectively.

A Guide to Securing Second Meetings with Prospects: Turning First Impressions into Lasting Partnerships

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It’s no exaggeration to say that the initial meeting with a prospective client is a make-or-break moment that sets the tone for the relationship and determines whether it will continue in a second meeting. The initial meeting is a crucial dance between the advisor and a naturally skeptical prospect who wants to know why they should work with you.

In a crowded field of financial advisors, the initial meeting presents a critical opportunity to differentiate yourself. Prospects are likely to meet with multiple advisors. You must make the prospect feel they’re making the right choice in working with you and that they should expect an advisory experience with you that they can’t get from anyone else. That’s a tall order.

But if you’re organized, practiced, and have the end in mind—a second meeting with the prospect—you can make each initial meeting a success.

Explaining the Nature of the Relationship (Acapulco Cliff Divers Analogy)

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“Mr. and Mrs. Client, I want to give you a word of caution in the event we experience volatility and turbulence. Investing money can and often does feel counterintuitive. There will be times when I urge you to add money to your account when the market is going down. That’s not going to feel right to you even though that’s exactly the time we should be adding to your account. It’s important that you understand why I would do that. May I tell you a story?

Watch this video or read the transcript below, adapted from the video, to learn a great story and analogy to help cement the relationship with a client.

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