Real challenges advisors face: Keeping clients informed
by Jon Lagerstedt, Wells Capital Management
Keeping clients informed fills a void that they might otherwise fill with not-so-good assumptions. Todd Crawley and Jon Lagerstedt provide helpful tips.
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Jon Lagerstedt: Keeping clients informed is a great opportunity to set yourself apart. Iām Jon Lagerstedt.
Todd Crawley: And Iām Todd Crawley.
Jon: And this is The Essential Practice. In episode 217, we discussed another real challenge advisors face, which was about having that diversification conversation with your clients. And, Todd, you articulated it well by saying that in addition to the obvious benefits to the client, it helps ākeep clients in the advisorās chair.ā
Well, this week, weāre talking about keeping clients informed and why that matters.
Todd: Yep, weāve talked about this ad nauseam on these programs, but if you never call that client upāor that prospect, but especially the clientāthen that vacuum is left for them to assume. And those assumptions can be filled with not-so-much-positive things for the advisor.
Jon: Excellent point.
Todd: Itās communication.
Jon: So what are your thoughts on how an advisor might approach this situation?
Todd: Jon, it comes back to something Iāve learned over the years, and that is advisors have to have conviction and they have to have an opinion.
This is going to sound hokey, but if I go into a store to buy a shirt and a tie, I want somebody to say, āFor this blue shirt, you need this tie; this will look great with a gray suit.ā I donāt want them to say, āWell, what do you think?ā Because, automatically, then Iām starting to question [their expertise]. But if I walk in and that salesperson has conviction and says, āThis is the tie you need,ā I donāt even really question it. I say, āYouāre right; that works.ā And I think thatās the same thing with an advisor.
People, I think, especially in their finances, want somebody to tell them what they are doing, why they are doing it, have an opinion, and have conviction about that opinion. That, I think, makes the client feel so much more comfortable [knowing] their advisor and team are on top of things. They may not agree, but they at least know and understand what they are doing. And they believe in what they are saying.
Jon: And I think you bring up a great point of having a real sound client service model where the advisor is in communication, is in contact, with their clients, front and centerāto your point, Toddāand if youāre providing that level of service, thatās the kind of accolades you want your clients singing from the hilltops: āMy advisor does a fantastic job. I know exactly why my portfolio is doing what itās doing. I donāt have to call him; he calls me.ā Thatās a powerful referral network!
Todd: Sure is.
Jon: Well, thatās all the time we have this week. Until next time, Iām Jon Lagerstedt.
Todd: And Iām Todd Crawley.
Jon: And this is The Essential Practice.