The Client-centred Blog

The importance of empathy in financial planning

One of the most important aspects of successful financial planning is the feeling of human connection between you and your client.

Without that feeling of human connection, the financial planning process is more likely to fail to be meaningful for the client.

It is certainly true that many clients experience a lot of insecure thinking about money and planning for the future.

So, it is essential for financial planners to recognise when this and when appropriate, sincerely empathise with their client.

But what is empathy?

In the short (2m53s) animated video below Brene Brown contrasts empathy and sympathy.

She also shares the four qualities of empathy and how you can best respond when a client shares a difficult situation.

Click here to view.

PS. Do you want to know more about creating inspiring client meetings? Discover ‘The 8 keys to inspiring financial planning meetings every time’. Click here to continue reading.

John Dashfield
/ June 19, 2024

SEARCH BLOG

If being chartered is so great, where are all the clients?

Should you take notes in a financial planning meeting?

Client meeting not going well? Here’s what to do

How to sell more financial planning: stop giving advice

What is the true value of a financial adviser in turbulent times?

ABOUT THE AUTHOR

John Dashfield spent 14 years as a self-employed adviser. Since 2006 he has been a coach, mentor and author helping advisers create transformations in their business and personal lives.

Are your financial planning conversations too friendly?

September 1, 2021

What is the difference between a financial advisory conversation and a financial planning conversation?

Should Financial Planners stop talking about retirement?

August 4, 2021

Why should financial planners choose their language carefully in their financial planning conversations with clients?

Understanding your client’s world – key number 1

July 28, 2021

Financial Advice is so often delivered in very unimaginative ways that has little difference to how the majority of practitioners deliver it.

Should you take notes in a financial planning meeting?

April 30, 2025

What is the right approach to note taking in financial planning meetings? This is a question that often comes up in my coaching programmes with financial planners. So, let's take a closer look.

Client meeting not going well? Here's what to do

April 23, 2025

Have you ever been in a client meeting and sensed that it's not going well? If you have you wouldn't be alone. In fact, I am sure it happens to all of us occasionally. This article shares what to do if you are ever in this situation.

What is the true value of a financial adviser in turbulent times?

April 9, 2025

The last thing that brought our minds into sharp focus of how unforeseen event can change our lives was covid. That was until Donald Trump imposed trade tariffs. The result being that the world’s stock markets have fallen sharply and may fall further still. As a financial professional you are at the sharp end of this. Many of your clients will have products and investments that will be affected. Some may be worried, and they do not want to feel like this. So, what can you do?

Too much information: Give clients only what they need (not everything you have)

March 19, 2025

How clients feel is hugely important to how they receive information. If they are overwhelmed of fearful for instance, it's likely that meetings will go poorly. On the other hand, if the client feels relaxed and calm, generally meetings will be successful.

The importance of honesty in client relationships

March 11, 2025

Building a thriving practice, based on making a bigger difference to clients has many aspects to it. One of the most fundamental is that client relationships are based on truth. It can feel uncomfortable (at first) to share your truth with clients and allow them to do the same with you. Yet what is the alternative?

The 8 keys to inspiring financial planning meetings every time!

February 26, 2025

There are specific and predictable keys that result in inspiring financial planning meetings every time. And by paying attention and making consistent progress with each key, you are: 1. No longer leaving the quality of your meetings to chance. 2. Raising the bar to an exceptionally high level. In this article I list the 8 essential keys that contribute to an inspiring, repeatable process.

How to ask powerful financial planning questions

December 11, 2024

Asking great financial planning questions is the foundation of creating a highly compelling plan for your client. When your client can clearly see that their financial plan is going to be an essential part of getting what they most want then why wouldn't they be excited about it?

What are great clients really paying for?

November 27, 2024

A while back I read a long article in the financial press about choosing a financial adviser. From what was written it seemed that much of the industry continues to see advice as a commodity and under values the potential impact of the human element. To quote directly from the article: "Aside from cost, your choice of financial adviser comes down to how much confidence, expertise and time you have to manage your own investments." Really?

The importance of context in client conversations

November 13, 2024

The context in which a conversation takes place really matters. Without it, conversations can feel misaligned, confusing, or even conflicting.

Highly effective rapport building for financial planners

November 6, 2024

A deep rapport with your client is the foundation for a productive, profitable, and long-lasting relationship. Therefore, being highly effective at quickly building and maintaining a deep rapport is an essential skill for financial planners.

Stop guessing and start listening: How assumptions can switch off clients

October 16, 2024

When are you planning to retire? This seems like a perfectly reasonable questions for a financial planner to ask a client, right? Yet is it perfectly reasonable?

Seven ways to become effortless to do business with

October 10, 2024

One of the keys to creating a thriving practice is to make it effortless for clients to say 'Yes' to doing business with you. People do not enjoy saying ‘No’. They really want to say ‘Yes’ because they want their decisions and their life to be easy.

The power of the pause: why silence in conversations matters

September 25, 2024

How comfortable are you with silence? The reason I ask is because we are culturally conditioned to leave very small gaps when we speak to each other.

The right way to set financial planning goals

September 10, 2024

In this article, you are going to discover how to help your clients set financial planning goals, the right way. You are also going to learn the difference between healthy and unhealthy goals and how this makes a massive difference to your client’s level of motivation, inspiration, and enjoyment of life now.

A simple financial planning questions formula

August 13, 2024

Effective, heartfelt communication is a natural consequence of a free and present state of mind. This is why trying to use techniques so often diminishes the potential rather than improving it. Questions are a great example. Trying to memorise a question or a series of questions will more than likely work against you rather than for you. So, what can you do?

Real financial planning - is it just about the money?

July 31, 2024

Real financial planning - is it just about the money? What is the value (to a client) of a financial planning relationship? Far too many financial advisers and planners seem to assume that a client's primary interest is in financial products, investments, and getting a better return on their money. Yet the truth is that this is more often the adviser’s primary interest rather than the clients.

What two things are clients REALLY buying?

July 24, 2024

What if what you think you're selling, isn't what you're actually selling. Watch the video in my latest blog post to discover how knowing the true outcome of your work, will help you engage more deeply and fully with your clients.

How to start a financial planning conversation

July 17, 2024

When starting a financial planning client relationship, do not make the opening conversation about you. Whilst they may or may not want to know more about you, it communicates to the client that their problems, thoughts and feelings are not the most important thing to the adviser.

Are your financial planning conversations too nice?

May 15, 2024

Why can it be a mistake to make your financial planning conversations too nice? This article explore why creating tension in a conversation is being of service to your client.

The courage to ask essential financial planning questions

April 24, 2024

Financial planning and advice are often triggered by an event. That event may have already happened, be about to happen, or may be some way out into the future. Find out how you can connect with your client better by finding out about their feeling around a significant life event.

Will your financial plan pass the 'so what' test?

April 3, 2024

Imagine that you have gone through the discovery process with your client and your next meeting is to present your carefully crafted financial plan. You want the meeting to be a success and have the client be enthusiastic about your recommendations. So, how can you give yourself the highest and best chance of this happening?

The truth about trust building for financial planners

March 27, 2024

Everyone knows that absolute trust is at the core of a successful relationship between a financial planner and a client. But where does real trust come from? And how do you create absolute trust quickly and reliably?

Top ten essential inter-personal skills for financial planners

March 13, 2024

Is technical ability a guarantee of a successful and prosperous career as a financial planner? The answer is 'no' because being a successful practitioner is just as much about people as it is a technical role. So, in this article I am looking at my top ten essential inter-personal skills for financial planners.

The amazing power of questions

February 14, 2024

As a financial planner or adviser people come to you for your knowledge and expertise. Yet, first and foremost, you must create a context for advice so that when it is provided, people successfully implement it and get the outcome they want. The only way I have found of creating this context is to ask appropriate, intelligent questions and listen very carefully.

Financial Planner? Are you selling drills or holes?

February 7, 2024

In my career as a financial adviser the training and qualification process was all about pensions, investments, insurances, tax, markets, trusts, risk, and so on. So, in the beginning this is what I talked to people about because this is what I thought you did. It did not occur to me until several years later that I was selling something that no one really wanted.

How to get more financial planning referrals

January 31, 2024

Would you like to generate more high quality financial planning referrals?

Why financial planning clients are paying for leadership

January 25, 2024

Why do clients seek out professional help from a financial planner or adviser? Specific reasons are many, but fundamentally it comes down to only two things: 1. They have a problem to solve 2. They want to feel better This is how value is created and this article explores a core factor in this process.

Your social self verses your professional self

January 17, 2024

Finances are a challenging subject for many people, perhaps most. So, for someone to seek out a financial planner or advisers help is a big deal. Yet just because someone receives good financial advice does this mean they will automatically be successful in achieving what they want?

When is your financial advisory client ready for deeper conversations?

November 15, 2023

Do you want to have deeper conversations with your clients but concerned about whether they are ready? If so, you are not alone. A typical scenario is that a financial adviser has a transactional relationship with a client and wants to shift to a financial planning relationship.

Listening is a super power

November 8, 2023

Perhaps the most underrated skill for a financial planner or adviser is listening. Is there anything more important? I appreciate that you need to know what you are talking about. Yet this is a given, isn't it?

The importance of relaxing your financial planning client

October 19, 2023

One of my financial planner clients made an astute observation when he said: "It takes a lot of courage for a client to meet with a financial planner." He understands that when he first meets with a new client, or even an existing one, they may have a lot on their mind.

How to have a great first conversation

October 4, 2023

The first conversation you have with a potential client sets the tone for everything that comes afterwards. Therefore, it is essential to make it a great conversation, meaning that the person feels listened to, understood, and completely trusts you.

The power of creating client agreements

September 6, 2023

This article is about a powerful, proven way you can add significant value to all your client relationships. So, let me share with you a recent experience of the process in action. I have just spent three days in London as part of the AJC Coaching Career School.

Client meetings: why speak from your heart and not just your head?

August 3, 2023

If you were forced to do just one activity in your business and had to relinquish all else, what would that one activity be? In my experience most advisers would say: "Spending my time meeting with clients." Is this true for you?

Financial planner? Stop trying to prove your value

July 12, 2023

Do you ever concern yourself with trying to prove your value to a client or potential client? If so, you would be far from alone. It can be tempting to try and be impressive and this can be especially true in the sales process. Yet it is also destructive. So, this article is about how you become free of that burden and naturally convey value without trying.

Why slow down your financial planning conversations?

June 22, 2023

This article is about slowing down your financial planning conversations. But what does this mean and what makes it worth doing? Slowing down your conversations does not mean speaking slower or dragging out a conversation for no reason. That would make no sense. It is about creating significantly more value for your clients.

Why is a client’s well-being at the core of financial planning?

June 1, 2023

Just recently I read an article in Professional Adviser about how financial advisers see financial well-being in relation to financial planning (according to a study by Standard Life). The research showed that 71% of advisers view supporting financial well-being as a secondary part of their business in comparison with financial planning in general. Only 22% of advisers say supporting financial well-being is a 'core part of their business'.

Why challenging your financial planning clients is great for business

April 12, 2023

The key difference between a transactional financial adviser a 'Trusted adviser' is how the adviser is positioned in the mind of the client. As a 'Trusted Adviser' you are someone a client turns to for your valued input, advice, opinion, help with key decisions, and possibly coaching. A good description shared with me by a financial planner is that a 'Trusted Adviser' is a member of a client’s 'inner circle'.

How to make your financial planning meetings better than ever

March 29, 2023

Do you want to conduct outstandingly good financial planning meetings? This seems exceptionally important to me because the quality of the meetings you conduct are the foundation of building a thriving, profitable, and sustainable practice. This article is about the number one way to achieve consistent and continual improvement of your financial planning meetings and get all the rewards for doing so.

Deep rapport and why it matters

March 8, 2023

Rapport is an essential element in creating strong, productive and lasting client relationships. It is also a highly significant factor in not only the provision of financial planning and advice, but also whether your client follows it. Below is a link to an audio recording (18m39s) where I take a look at:

The 12 client-centred mind shifts - part 2

November 10, 2022

You almost certainly have clients that are worried about their finances, what might happen in future, and if they are doing the right things. We are living in challenging times. Some advisers avoid their clients at times like this. They don't want to tell them their investments have gone down or be faced with having to explain themselves.

The most powerful two word financial planning question

September 9, 2022

This articles shares a two-word financial question that can significantly increase the value of financial planning for a client. It is also be great for opening up new business opportunities too. So, let me share how I was inspired to write this post.

Top 10 ways to capture and keep your financial planning client’s attention

September 7, 2022

To make financial planning meaningful and a good investment for your client it requires them to be fully engaged and do their best thinking in your meetings. Yet we also live in a society where an ever-increasing number of things are competing for our attention. People have shorter and shorter attention spans. So, how do you capture and keep your financial planning client’s attention?

Top 10 coaching books for financial planners

August 24, 2022

If you are doing genuine financial planning where you are helping your client identify and accomplish their goals and live the life they want then coaching them is a necessity. After all, life is full of distractions and people come off track all the time. For example, people can lose focus or their sense of purpose. From time to time they may feel discouraged, disheartened, or overwhelmed.

How to run magical financial planning review meetings - every time

August 17, 2022

When a client relationship is new it will feel fresh, engaging, and there will often be a lot to do. You are getting to know your client, they are getting to know you, and important issues are being dealt with. But how do you keep financial planning review meetings fresh, insightful, and inspiring, year after year?

A simple guide to influencing financial planning clients

June 22, 2022

Do you want to become more effective at influencing financial planning clients? In this simple guide I explore one of the most crucial factors of influence you can apply immediately for better results.

One of the best financial planning questions and how to use it

June 15, 2022

Often, the best financial planning questions are the ones that help a client to open up and think more deeply. Why is this important? Because the impact of your financial planning and advice is directly correlated to quality of the information you gather from your client.

4 ways to create massive value financial planning meetings

May 11, 2022

How to do a brilliant financial planning fact find

April 21, 2022

Doing a brilliant financial planning fact find underpins everything that you do for a client. It is what differentiates you from other financial planners and is a golden opportunity to build exceptional relationships and provide massive value. But there are also two very different elements to fact finding.

The hidden secret to high-impact financial planning meetings

March 16, 2022

Do you want to have your financial planning meetings be high-impact, high-engagement experiences for both your clients and you? Of course! We all want this, don't we?

5 steps financial planners can take to becoming a better listener

March 2, 2022

As a financial planner what value is there in becoming a better listener? Is it worth your time, effort, and focus to improve? This article explores the value of deep listening and 5 practical steps you can take to immediately become a better listener.

Asking essential financial planning questions: the ones that no one else thinks to ask

February 24, 2022

This article looks at an important aspect of asking financial planning questions that often get neglected. Often, financial advice is triggered when something happens or is going to happens in a client’s life. For instance, the sale of a business, divorce, or an upcoming retirement.

How financial planners can build instant trust with clients

February 15, 2022

As a financial planner building instant trust with clients is one of the biggest obstacles you will need to overcome. This article looks at a different yet highly effective approach.

What is the most important financial planning question of all?

January 12, 2022

Do you want to have greater impact with your clients, create more value, and escape the diminishing world of transactional financial advice? If so, there is an important financial planning question.

Presenting your clients financial plan - the key to success

November 17, 2021

Great people skills - in an instant!

October 14, 2021

Is it possible to have great people skills in an instant?

Are your financial planning conversations too friendly?

September 1, 2021

What is the difference between a financial advisory conversation and a financial planning conversation?

Should Financial Planners stop talking about retirement?

August 4, 2021

Why should financial planners choose their language carefully in their financial planning conversations with clients?

Understanding your client’s world – key number 1

July 28, 2021

Financial Advice is so often delivered in very unimaginative ways that has little difference to how the majority of practitioners deliver it.

Should you take notes in a financial planning meeting?

April 30, 2025

What is the right approach to note taking in financial planning meetings? This is a question that often comes up in my coaching programmes with financial planners. So, let's take a closer look.

Client meeting not going well? Here's what to do

April 23, 2025

What is the true value of a financial adviser in turbulent times?

April 9, 2025

Too much information: Give clients only what they need (not everything you have)

March 19, 2025

The importance of honesty in client relationships

March 11, 2025

The 8 keys to inspiring financial planning meetings every time!

February 26, 2025

How to ask powerful financial planning questions

December 11, 2024

What are great clients really paying for?

November 27, 2024

The importance of context in client conversations

November 13, 2024

The context in which a conversation takes place really matters. Without it, conversations can feel misaligned, confusing, or even conflicting.

Highly effective rapport building for financial planners

November 6, 2024

Stop guessing and start listening: How assumptions can switch off clients

October 16, 2024

When are you planning to retire? This seems like a perfectly reasonable questions for a financial planner to ask a client, right? Yet is it perfectly reasonable?

Seven ways to become effortless to do business with

October 10, 2024

The power of the pause: why silence in conversations matters

September 25, 2024

How comfortable are you with silence? The reason I ask is because we are culturally conditioned to leave very small gaps when we speak to each other.

The right way to set financial planning goals

September 10, 2024

A simple financial planning questions formula

August 13, 2024

Real financial planning - is it just about the money?

July 31, 2024

What two things are clients REALLY buying?

July 24, 2024

How to start a financial planning conversation

July 17, 2024

Are your financial planning conversations too nice?

May 15, 2024

Why can it be a mistake to make your financial planning conversations too nice? This article explore why creating tension in a conversation is being of service to your client.

The courage to ask essential financial planning questions

April 24, 2024

Will your financial plan pass the 'so what' test?

April 3, 2024

The truth about trust building for financial planners

March 27, 2024

Top ten essential inter-personal skills for financial planners

March 13, 2024

The amazing power of questions

February 14, 2024

Financial Planner? Are you selling drills or holes?

February 7, 2024

How to get more financial planning referrals

January 31, 2024

Would you like to generate more high quality financial planning referrals?

Why financial planning clients are paying for leadership

January 25, 2024

Your social self verses your professional self

January 17, 2024

When is your financial advisory client ready for deeper conversations?

November 15, 2023

Listening is a super power

November 8, 2023

The importance of relaxing your financial planning client

October 19, 2023

How to have a great first conversation

October 4, 2023

The power of creating client agreements

September 6, 2023

Client meetings: why speak from your heart and not just your head?

August 3, 2023

Financial planner? Stop trying to prove your value

July 12, 2023

Why slow down your financial planning conversations?

June 22, 2023

Why is a client’s well-being at the core of financial planning?

June 1, 2023

Why challenging your financial planning clients is great for business

April 12, 2023

How to make your financial planning meetings better than ever

March 29, 2023

Deep rapport and why it matters

March 8, 2023

The 12 client-centred mind shifts - part 2

November 10, 2022

The most powerful two word financial planning question

September 9, 2022

Top 10 ways to capture and keep your financial planning client’s attention

September 7, 2022

Top 10 coaching books for financial planners

August 24, 2022

How to run magical financial planning review meetings - every time

August 17, 2022

A simple guide to influencing financial planning clients

June 22, 2022

One of the best financial planning questions and how to use it

June 15, 2022

4 ways to create massive value financial planning meetings

May 11, 2022

How to do a brilliant financial planning fact find

April 21, 2022

The hidden secret to high-impact financial planning meetings

March 16, 2022

Do you want to have your financial planning meetings be high-impact, high-engagement experiences for both your clients and you? Of course! We all want this, don't we?

5 steps financial planners can take to becoming a better listener

March 2, 2022

Asking essential financial planning questions: the ones that no one else thinks to ask

February 24, 2022

How financial planners can build instant trust with clients

February 15, 2022

As a financial planner building instant trust with clients is one of the biggest obstacles you will need to overcome. This article looks at a different yet highly effective approach.

What is the most important financial planning question of all?

January 12, 2022

Do you want to have greater impact with your clients, create more value, and escape the diminishing world of transactional financial advice? If so, there is an important financial planning question.

Presenting your clients financial plan - the key to success

November 17, 2021

Great people skills - in an instant!

October 14, 2021

Is it possible to have great people skills in an instant?

Are your financial planning conversations too friendly?

September 1, 2021

What is the difference between a financial advisory conversation and a financial planning conversation?

Should Financial Planners stop talking about retirement?

August 4, 2021

Why should financial planners choose their language carefully in their financial planning conversations with clients?

Understanding your client’s world – key number 1

July 28, 2021

Financial Advice is so often delivered in very unimaginative ways that has little difference to how the majority of practitioners deliver it.

ABOUT THE AUTHOR

John Dashfield spent 14 years as a self-employed adviser. Since 2006 he has been a coach, mentor and author helping advisers create transformations in their business and personal lives.

The Client-centred Blog

The importance of empathy in financial planning

One of the most important aspects of successful financial planning is the feeling of human connection between you and your client.

Leave a Comment

SEARCH BLOG

RECENT POSTS

If being chartered is so great, where are all the clients?

Should you take notes in a financial planning meeting?

Client meeting not going well? Here’s what to do

How to sell more financial planning: stop giving advice

What is the true value of a financial adviser in turbulent times?

BLOG CATEGORIES

ABOUT THE AUTHOR

Related articles

SEARCH BLOG

RECENT POSTS

If being chartered is so great, where are all the clients?

Should you take notes in a financial planning meeting?

Client meeting not going well? Here’s what to do

How to sell more financial planning: stop giving advice

What is the true value of a financial adviser in turbulent times?

BLOG CATEGORIES

ABOUT THE AUTHOR

TELEPHONE
01580 753770

MOBILE
07860 682530

EMAIL
john@clientcentredadvisers.com