Getting Clients to Buy Into Big Changes

Beverly Flaxington is a practice management consultant. She answers questions from advisors facing human resource issues. To submit yours, email us here.

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Dear Bev,

Our firm is moving to a more planning-based approach when working with our clients. I am not opposed to doing this but our clients seem to be. In many cases they hired us for our investment expertise, not to talk to us about their future goals and desires. Recently I told one of our clients I wanted to run a full financial plan for her – her response was strongly negative telling me it was none of my business what she hoped to do in retirement.

I know the industry is moving this way, but what about our clients? If we are supposed to be focused on what they want from us, is it really the right thing to force a process they don’t want and maybe don’t need? I don’t want to buck the system here, but I also don’t like getting negative feedback from clients who I have known for a long time.