Learn how to harness your empathy and cultivate it into cementing stronger connections with clients.
Building Client Trust Through Empathy
When a client comes to you with a dilemma and concerns over the current market, do you rush right in to solve the problem?
Financial advisors are driven to solve problems for clients. Because you know how to! But sometimes clients aren't ready for the big rush... and that's where empathy comes in.
You use your empathy in everyday situations; here are tips to harness empathy in the interactions you have with your clients, to help make them feel loved — all to grow your business success.
Listen.
It can be tempting to listen to a client's concerns and then swiftly take action — but slowing down for a second first and fully listening to determine if they have further thoughts or concerns can build a stronger bond. Resist the urge to advise and find out what's most important to the client first.
Stop other tasks.
You're crunching numbers and writing down ideas from your discussions, sure, but there are times when putting away the paperwork and giving your undivided attention helps make clients feel connected. Your empathy in really hearing what your client is saying makes you more observant and understanding of what they want and need.
Remain patient and composed.
You're trained to fix problems, give advice, show direction. It's easy to naturally jump in with all of those when a client is giving you their thoughts. Sometimes a client simply wants you to listen to them. And in turn, they know they can trust you — and you can gain the full story of how their concerns connect to each other, rather than tackling one at a time.
Follow up.
A key part of building empathetic relationships starts with a personal and timely follow-up. This can be a phone call or email letting your client know you are thinking of them and did not forget about their financial challenges.
This builds trust, opens communication, and dissipates financial fears. The negative emotions clients may experience during economic struggles are temporary, but the support you give them through these times will leave a lasting impression.
