August 28, 2023 / 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.
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How to Help Clients Through Their Financial Anxiety
November 20, 2023 / by Don Connelly / Managing the Relationship / 0 comments
Who among us has never had worries about money? You can expect that many of your clients have experienced money worries from time to time. We know that clients can become stressed during periods of increasing market volatility or economic distress. And we’ve shared how financial advisors can help clients deal with that stress and confront fears to prevent their emotions from controlling their decisions.
But what about financial anxiety? Not only is that different from stress, but it can be much more debilitating to the psyche, causing mental paralysis in the face of important financial decisions. While stress is typically caused by external factors, such as a crashing market or rising unemployment, anxiety tends to rise internally over fears or unhealthy attitudes about the world around us.
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Your Best Practices Checklist for Resolving Client Complaints
August 28, 2023 / 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.
Read more
Advisors Must be Able to Lead Clients Through Emotional Struggles
August 23, 2021 / by Don Connelly / Managing the Relationship / 0 comments
Last year during the COVID market crash was a golden opportunity for financial advisors to demonstrate their true worth to anxious clients as a coach and a counselor. Your greatest value to your clients is being there for them during times of financial stress and anxiety. Good financial advisors are prepared to handle the fallout of a severe market decline, holding their clients’ hands, and coaching them through their anxieties.
However, few advisors are as prepared when it comes to facing their clients’ personal emotional issues that can cause even greater stress and anxiety, leading to poor financial decision-making. Life events, such as the death of a spouse or family member, divorce or family rifts, a medical crisis, a job loss, or other major life changes are common. Yet many advisors aren’t prepared to help their clients face the issue, or worse, are unable to recognize when a client is struggling emotionally.
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How to Be a Financial Advisor
June 24, 2019 / by Don Connelly / Best Practices / 0 comments
Working as a financial advisor is one of the highest ranked business careers according to a recent U.S. News & World report, advisors rating it highly for job satisfaction and prospects. As a financial advisor you can make a real difference to your clients’ lives, making this a rewarding profession to aim for.But if you want to be a financial advisor, you need to have two quite distinct skill sets.
Firstly, you’ll need to pass the relevant industry exams. Financial acumen is a must.
Secondly, and indeed more importantly, you should have a real desire to help people and have an ability to understand their goals and concerns.
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