Keep your clients and get even more

December 31, 2009 at 07:00 PM
Share & Print

In the post-Madoff world, seniors are being clued in on the scams that might cause them to lose everything they have. There is more fear-based behavior from them than in the recent past. That means that successful advisors aren't going to sell products before they sell transparency and trust and become a positive trigger.

This is transparency
My financial advisor, Dan, recently agreed to do something that probably earned him my business and referrals for a long time. When Tim, my conservative tax man, asked if he could set up a meeting with the three of us to discuss some of the more "alternative" investments Dan was suggesting for me, Dan said "yes" immediately.

When we met, the two of them played verbal ping-pong in front of me. They agreed on many things and respectfully sparred on other concepts. In the end, that two-hour meeting did more to cement the relatively new relationship between Dan and me than all the treasure-growing discussions we've had in the last year. Dan was transparent, willing to be wrong and willing to calmly walk through his reasoning when he felt strongly about an approach. He had nothing to hide and that makes everyone feel better.

This is trust
My Realtor, Nancy, worked with me for four years before she found me my current home. Most of the hold-up was because she thought the market was wrong or that the house I was looking at wasn't all it was promoted to be. As a Realtor she did something counter to the immediate sell; she was willing to bide her time to get me what I wanted.

We've added it up and I've sent her more than a few million dollars in referrals in the past five years. I trust her because she fits the formula for trust: consistent behavior over time, not urgent behavior. Give your clients what they need on their timeline. Sometimes you'll be the one slowing them down.

This is a trigger
When you instantly feel something such as gloominess when you think of the dentist, for instance, that's a trigger. You don't have all the words to describe how one word dentist makes you feel. There are positive triggers, and you have the opportunity to be one. You want your clients to think of comfort or resource when you come to mind. I call them human "shortcuts." You can be that trigger if you just go back to transparency and trust when you're wondering about a client retention strategy.

NOT FOR REPRINT

© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

Related Stories

Resource Center