Creating an office environment that’s accessible to older clients is becoming more important as the population ages.
Seniors are a growing demographic group, says Bev Moir, senior wealth advisor with ScotiaMcLeod Inc. in Toronto. To attract and retain clients, you may need to be seen as senior-friendly.
Here are some tips to help you make your office more welcoming for an older generation:
> Meet face-to-face
Offer to meet with aging clients in person more often.
Telephone conversations can be difficult for seniors with hearing loss. You could make it easier for them, Moir says, by arranging to meet in person whenever possible. And when you do meet, remember to speak clearly and slowly.
If clients are coming to your office, make sure you or a team member is available to welcome them personally, recommends Lee Anne Davies, a gerontologist and head of retirement strategies with Royal Bank of Canada in Toronto.
As well, Moir adds, if your clients have mobility problems, be prepared to go to their homes for meetings.
> Pay attention
When meeting with an older couple, be sure to involve both partners in the conversation.
If one member of an elderly client couple is following the conversation more attentively, the tendency is to focus on that person, says Moir. Similarly, if a client brings an adult daughter or son to the meeting, try not to speak only to the child rather than the client.
Remember that it is the client’s money and life you are talking about, Moir says, so remember to include them in every conversation.
> Be patient
As people get older, they slow down, both mentally and physically. Remember to be patient with your aging clients, Moir says, and don’t rush them.
“In our fast-paced business world where everybody is chasing the revenue,” she says, “you have to be prepared to just slow down and enjoy [your older clients].”
For example, instead of feeling frustrated when your senior clients want to share stories from their past, let them do so and enjoy the conversation, says Moir. Often they have rich and interesting stories to tell.
> Review sights and sounds
Check the light and noise levels in your office to make sure visiting clients are comfortable.
Make sure you have plenty of lighting inside your office, Davies says, so clients can easily read and sign documents. Just be careful the light is not glaring.
Also make sure there’s sufficient lighting outside the office, so clients can see your address properly.
As well, Davies suggests, keep ambient noise to a minimum. You should try to make it easy to hold one-on-one discussions without distractions from a crowded office or public space.
> Lend a hand
Watch for opportunities to help older clients when they are in your office.
Take the time to hold the door open for them, help with their coats, and offer any other assistance they may need.
IE