Your ability to communicate effectively — verbally and non-verbally — with potential clients can go a far way in earning their confidence. In fact, the words you use, the tone of your voice and your body language can influence their decision to sign you on as their advisor.
Typically, advisors tend to pay insufficient attention to non-verbal communication, although their actions might not be deliberate, says Prem Malik, chartered accountant and financial advisor with Queensbury Securities Inc. in Toronto: “It’s something that comes with experience and practice.”
The truth is, everything you say and do, or conversely, what you do not say or do not do, can send a message to clients. Essentially, your actions and demeanour can influence the way clients view you. Your job is to control that message.
Listen attentively
Show clients that you are concerned about them by listening attentively to what they are saying. “Let them finish; do not interrupt,” advises Nadine De Palma, a financial advisor with Edward Jones in Toronto. “Show interest and understanding in what they’re saying,” suggests George Hartman, CEO of Toronto-based Market Logics Inc. It will indicate that you value their story and earn their trust.
Face the client
Sit a comfortable distance from the client. “Make eye contact; look sincerely into their eyes,” advises Malik. But do not stare. Some individuals have an aversion to those who do not make eye contact; or to those who do not look them in the eyes when answering questions. Note, however, in some cultures looking at someone in the eyes is a sign of disrespect. De Palma suggests “having open arms, with palms up” which indicates that “you’re open to what they’re saying.’
Smile and approve
Smiles should come naturally; it is the simplest way of conveying acceptance and making prospective clients feel comfortable. Look for things clients have done right and compliment them without being patronizing. “Be honest and sincere,” recommends Hartman. Do not openly contradict clients. This does not necessarily mean that you have to agree with everything they say. Rather, find out why they might have done things a certain way; they most likely have a reason.
Show interest
Show that you are interested by encouraging prospects to open up and tell you their stories, suggests De Palma. Paraphrase what you have heard to show that you understand, or use gestures such as nodding. “Jot down potential questions,” she advises. Or make a mental note of what you’d like to ask to gather more information or seek clarification. Be patient; don’t jump to conclusions, advises Malik. Say, “I hear you; I understand you,” suggests Hartman. At no time should you get ahead of yourself and dominate the conversation, advises Malik.
Don’t rush — and avoid distractions
“Focus on your clients; give them individualized attention,” suggests De Palma. More important, ensure that you will not have any distractions and do not appear “rushed” to get over with the meeting, she advises. This can cause clients to lose interest. De Palma anticipates that meeting with new clients can usually take longer than planned and schedules an additional half of an hour. “Rushing an interview can turn an otherwise positive experience into a negative one,” she cautions.
IE