“How do I get clients to open up more easily?”
This was the question that came up in a recent coaching session I had with a financial planner client.
Of course, there is more than one single answer but the one that we explored is especially important.
This is asking a client’s permission.
What is a client’s expectation?
Many people will enter a conversation with a financial planner with the expectation that the conversation will be about their pension, investments or some kind of financial matter.
This is daunting enough for many people. A conversation that has them get deeply reflective about their life will probably not be on their radar at all.
This is precisely why the thought of shifting the conversation can feel unsettling for an adviser.
What if the client doesn’t want to go there or simply does not know how to respond?
Getting a client’s consent
It wasn’t until I trained as a coach that I began to understand the importance of obtaining consent.
I learned that if I wanted to ask deeper questions, challenge a client’s thinking or behaviour, or in any way go in a direction a client may not be expecting, then obtaining consent was important if not essential.
Yet where in the qualification process to become a qualified planner or adviser does this come up?
It doesn’t, which is why many advisers feel apprehensive about deeper conversations with clients and avoid them. It is not that they don’t want to have them, it’s more about feeling confident in how to lay the foundations.
The importance of trust and rapport
You can have an open, honest conversation with someone about just about anything. As long as you have deep rapport (click here for an audio on deep rapport) and absolute trust.
Asking permission is integral to this because you are acknowledging and respecting boundaries.
When someone gives you their consent to a request they are giving you permission to proceed. It drops any defensiveness that may have come up had you not asked.
So, your very next conversation is an opportunity to practice asking permission and exploring something more deeply with your client.
If you’re not doing this already, you’ll be pleasantly surprised at the difference it makes.
PS. You may also enjoy this post – When is your financial advisory client ready for deeper conversations? Click here to the article.
