Clients have questions—it’s part of the job! But every question, big or small, is an opportunity to go deeper, build trust, and show clients you’re there to truly understand and guide them. When you take a little extra time to explore the questions they ask, you’re able to uncover underlying concerns, create actionable steps, and showcase your value as an advisor. Here’s how to turn those day-to-day questions into powerful moments of planning and connection.
1. Listen for the Bigger Picture Behind Every Question
When a client asks a question—whether it’s about taxes, retirement, or their current portfolio—it often hints at something bigger they’re worried about. By listening closely, you can detect these deeper concerns and address them directly, helping clients feel heard and understood. Planswell’s lead insights give you helpful context, so you know what clients are likely focused on before you even start the conversation.
- Identify Key Themes: Questions about retirement savings, for instance, might indicate anxiety about running out of funds later in life. Concerns about taxes could mean they’re unsure about their investment structure.
- Example: If a client asks, “Am I on track for retirement?” consider asking, “What does an ideal retirement look like for you?” This turns their initial question into a larger discussion about lifestyle, health, and other goals that impact planning.
Why It Works: When clients feel understood beyond their initial question, they see you as a comprehensive advisor, not just someone giving surface-level answers.
2. Engage with Open-Ended Questions to Explore More
One of the best ways to turn a question into a conversation is to follow up with open-ended questions that allow the client to elaborate. This approach helps you uncover their “why” and build a deeper understanding of their unique needs.
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Sample Questions:
- “Tell me more about what you want your investments to achieve in the next few years.”
- “What worries you most about your finances in the long run?”
- “What does financial security look like to you?”
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Example: When a client asks about protecting their assets, follow up with, “What specific concerns do you have about asset protection?” This lets them share their underlying worries, like family support or market volatility.
Why It Works: Open-ended questions keep the conversation flowing, allowing you to build a plan that’s truly tailored to their life and goals.
3. Educate Through Stories and Examples
Once you understand the bigger picture, take the time to educate your clients with relatable examples or stories. Not only does this help them understand complex topics, but it also builds trust, showing them that you’re knowledgeable and empathetic to their needs.
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Use Real-Life Scenarios: Share hypothetical examples that illustrate how others have approached similar situations. For example, if a client is worried about taxes in retirement, walk them through a scenario of how one person managed taxes with a strategic withdrawal plan.
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Break Down Complex Topics: When talking about investment strategies, use analogies (like “buckets” for different types of savings) to make the concept clearer and less intimidating.
Why It Works: When clients understand why a certain strategy works, they’re more likely to feel confident and committed to their financial plan.
4. Turn Questions into Action Plans
Once you’ve unpacked their question, tie it back to an action plan. Clients will feel supported and reassured when they see that their questions lead to real, positive steps for their future. Planswell’s structured approach allows advisors to turn insights into action quickly, making sure clients feel valued and engaged.
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Summarize Key Takeaways: At the end of the conversation, recap what was discussed, addressing their initial question and the broader insights that came up.
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Create a Game Plan: For example, if a client asked about managing debt, outline a step-by-step plan, like setting up a timeline to pay off debt, establishing an emergency fund, or restructuring high-interest loans.
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Follow Up: Make a note to check in later on how the action plan is progressing. It keeps clients motivated and shows you’re invested in their success.
Why It Works: Actionable steps give clients a sense of accomplishment and make them more likely to see the value of their relationship with you.
5. Follow Up to Reinforce the Value
The work doesn’t end when the conversation does. Following up is a powerful way to reinforce the value of your advice and keep the relationship going strong.
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Send a Summary Email: After the conversation, email a summary of key points, any recommendations made, and next steps. This recap helps clients feel supported and keeps them engaged.
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Share Helpful Resources: Send them additional resources—like articles, guides, or videos—that align with their question. For example, if they asked about tax strategies, share a checklist or FAQ that delves into the topic.
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Schedule a Follow-Up Meeting: Set up a future meeting to review the action plan’s progress. Regular check-ins help you stay on top of their evolving needs and make adjustments as needed.
Why It Works: Follow-ups demonstrate consistency and commitment, reminding clients that you’re there to help at every stage of their financial journey.
Wrap-Up: Turning Questions into Relationship-Building Moments
Client questions can be powerful gateways to deeper conversations, stronger relationships, and more tailored planning. By listening carefully, asking open-ended questions, educating through examples, and following up, you turn each question into a meaningful touchpoint that clients value. When clients see that you’re attentive to their unique concerns and ready with personalized strategies, they’ll trust you more and feel confident in your partnership.
Each question is an opportunity to show clients you’re not just there for answers—you’re there for the entire journey. So, next time a client asks a question, use these tips to dig a little deeper, and watch your client relationships grow!
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