7 ways to deal with difficult clients
As a financial advisor, your clients are the cornerstone of your business, so it's crucial to build relationships and learn strategies for dealing with difficult clients.
Summary
The primary reason for losing clients is a lack of communication.
Client satisfaction is the best way to retain clients and draw new ones.
Learn the art of active listening, keeping calm, and working to create a targeted solution.
Be patient with your clients, taking time to understand the reasons for their agitation.
A prompt and efficient reply and plan will usually resolve the issues.
How do you deal with a difficult client?
While your primary skills as a financial advisor are situated squarely in the wealth management arena, people skills are essential as clients are the lifeblood of your business. Due to the nature of the industry, communication and trust between clients and advisors is paramount.
There are many things to consider when handling difficult clients. To give you the best chances of success, we will unpack the best ways to eliminate client dissatisfaction and rebuild healthy business relationships.
1. Make sure you’re actively listening to clients
What is active listening? Active listening involves communicating to your client that you are interested and concerned about the issue at hand, which you can do in several ways:
Give your full attention to the client
Maintain eye contact.
Observe their non-verbal cues, including facial expressions, gestures, and tone of voice, to gain insight into their emotions.
Ensure your non-verbal behaviors convey your interest by leaning in, nodding, smiling if appropriate, and avoiding folding your arms.
Ask open-ended questions and paraphrase to reflect your understanding of the situation. Avoid sounding like a parrot, though.
Be patient, allowing the client to speak without interjecting with your response.
Some clients may be challenging and demanding because they lack financial education and have unrealistic expectations. Some people just have difficult personalities. Clients may express frustration, anxiety, or hostility, particularly during times of market volatility or financial setbacks.
Actively listening to clients can make the difference between losing or retaining valuable clients. By taking note of their complaints and trying to find solutions, you show them respect.
2. Remain calm, no matter what
Maintaining your composure in the face of conflict emphasizes your professionalism. When handling difficult clients, it’s essential to stay calm, avoid taking things personally, and respond with empathy and professionalism.
Some problematic clients express their dissatisfaction without filters, using insults and anger to get their point across. You can diffuse the situation and steer the conversation toward a productive outcome by remaining calm.
3. Identify the issues honestly
Dealing with tough clients in the heat of the moment can make it challenging to identify the issue. Still, it will be beneficial in the long run. To effectively address client concerns, you must accurately identify the root causes of the problems at hand through honest assessment and open dialogue with the client.
When you suspect a client is reluctant to address an underlying issue, encourage them to express their grievances and expectations clearly. By getting to the heart of the matter, you can tailor their approach and provide targeted solutions that resonate with the client’s needs.
Documenting all agreed-upon details of conversations and financial solutions can be a massive help when dealing with difficult personalities. Reminding them of these facts can assist with calming them down and reinforcing the importance of client satisfaction and how much you care.
4. Create a targeted plan of action
After listening to clients and identifying the root cause of their problem, it’s time to devise a comprehensive plan tailored to the client's specific circumstances and objectives. This may include revisiting financial goals, reassessing risk tolerance, or adjusting investment strategies.
Outlining clear steps and setting realistic expectations will build trust between you and the client, demonstrating your commitment to effectively addressing your concerns. Again, document your agreed-upon solutions to create a paper trail in case the client still has issues or if things go pear-shaped again in the future.
5. Try not to rush judgment
When handling difficult clients, try not to rush judgment or take offense when they lose their tempers. As you allow them to vent and then calmly ask questions to clarify the problem, you may discover underlying motivations for the conflict. Sometimes, they react out of fear rooted in volatile markets, worries about money, or other personal circumstances.
Reassuring them of your concern and commitment to finding an acceptable solution is one of the best strategies for difficult clients, as it can return the conversation to a rational level. This will foster trust and collaboration, paving the way for constructive dialogue and resolution.
6. Always reply promptly and clearly
If you want to know how to improve client satisfaction, timely and open communication is essential for maintaining trust and credibility. If a client sends you a complaint via email or phone, respond immediately, addressing their concerns and providing updates as needed.
Clear and prompt communication shows that you are listening to clients and it helps alleviate uncertainty. It also reassures the client that you value them and their business, reinforcing your relationship with them. Clarity and responsiveness are key in delivering good news or navigating difficult conversations.
7. Review, learn, and adjust
Success is not defined by your bank balance but by how you learn from mistakes and challenging situations and by how you handle people. Dealing with difficult clients provides valuable opportunities for growth and learning. It also helps you retain your client base.
After resolving a challenging interaction with a demanding customer, review the situation and decide how you might have handled the situation differently, which tactics worked best, and learn from your mistakes.
How to improve a client relationship
It may be challenging to have a good relationship after dealing with conflict. Still, it's worth rebuilding the relationship for the sake of your business and reputation.
We have some difficult client solutions for how to improve these relationships.
Treat your clients as unique individuals and actively listen to them.
Communicate constantly and effectively.
Understand their goals and approach them with a can-do attitude.
Exceed their expectations, going the extra mile in your service.
Ask for feedback and follow up on their satisfaction.
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