What is the most important task you undertake on your way to your office, or meeting? For me, it is visualising how I build and enhance trust.
Trust is the primary driver of shaping and building relationships. Many people in my view simply assume that trust is a shelf product that can be purchased with little thought and execution. I consider this to be the first major error in the adviser-client relationship.
The value of trust is impossible to quantify, but over the years I’ve realised trust is single most important element of the adviser-client relationship. Here are a few tactics I’ve developed to enhance my relationships – both professionally and personally:
- Be prepared: having a properly constructed agenda for adviser meetings allows you to remain on top of the most important elements of each meeting. This will ensure your advice is tailored to the client’s needs and delivered in a timely fashion. Time is precious, so let’s not waste it.
- Keep to your word: nothing will dilute a client’s opinion of you as a professional by overpromising and under delivering. If you set a time, stick to it. If you tell a client you will follow up, do it. I understand that things come up, but missing an appointment or failing to deliver on your promise to call or send an email will only make you look unprofessional in the eyes of a client.
- Respect the client: answering telephone calls while in meetings says to the client you have more important things to attend to. Each client, especially during a meeting, must feel that they are your most important client.
- Be available: your client needs to feel that you are here to support them. Nothing baffles me more than a client telling me their previous adviser failed to return emails or calls. While you may be on top of the strategy and finance is part of your day to day, remember that your client has entrusted you with their livelihood and as such, they need to know that you are there for them every step of the way.
While these four steps may seem elementary, they are effective in proving to a client that you are their trusted adviser. Actions speak louder than words so if you want to build your business you really need to focus on doing the things you say you will in a timely and professional manner.
Dr Jim Taggart is a financial services veteran who founded, grew and sold the hugely successful Taggart Group.
