Listening More Will Bring Enhanced Client Engagement

How are you navigating the different behavioral styles and emotions of your clients? Are you sticking to the same script for every client?? Are you distracted by the need to meet KPIs and sell services? Are you really listening to your clients and managing their different behaviors when you interact with them?

Like everyone in business financial advisors are looking for their formula for how great success can be achieved ? what Malcolm Gladwell called the Tipping Point.

For advisors under pressure to perform, focusing on truly listening and engaging more deeply with prospects and clients may well not be the priority strategy because it is considered soft. However, in reality, performance will not occur until you know how to understand the needs of each client and then communicate with them on their terms. Achieving advisory success requires you to firstly become behaviorally smart.

In a recent article in IFA by Annick Donat titled Suspend Your Point of View she writes:
But have you ever considered the frame of mind from where you’re listening from? Id never really focused
on it before and quite frankly, there are times when Im just not in the right frame of mind to do any justice to
the person Im supposed to be listening to. Effective listening depends upon the attitude you’re in at the time.

Becoming a behaviorally smart advisor to engage clients is a process. It begins by knowing and understanding your own behavioral style and then being able to apply that insight into building genuine client relationships. Is this easy? The natural behavioral style of most sales oriented sales people is to direct discussions based on their agenda and not to listen. Therefore, listening needs to become a learned behavior which is heavily focused on.

Ultimately, if you want to engage clients more deeply, start by learning to empathetically listen to them. This involves moving beyond active listing to making the client feel that you have listened. Once you know how to actively listen then it requires adapting your communication and presenting customized solutions.



Carol Pocklington is a Human Behavior Solutions Analyst at DNA Behavior, assisting with the research and development of behavioral products. DNA Behavior helps grow behaviorally smart businesses and financial advisors worldwide to increase competitive advantage using the most reliable behavioral discovery and performance development systems on cutting-edge technology platforms. Solutions are delivered in the areas of client experience management, financial personality management and human capital management.

Visit the Financial DNA website to learn more about building client engagement in the financial planning process.

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Carol Pocklington

Carol Pocklington

Carol Pocklington - Chief Insights Accelerator

Carol is a Human Performance Accelerator. She has worked with Hugh Massie since 2001 since the Financial DNA understanding concept was conceived. She works with people and businesses worldwide. Her real-world application of behavioural insights, gives her the capability to serve as a business strategist, coach, mentor, and trainer. She is also a prolific blogger, a public speaker and author, specializing in human behavioural insights.


Carol's DNA Natural Behavior Style is - Facilitator


Carol is a Facilitator. Facilitators are persistent, goal-oriented people who promote team effort in order to complete tasks. Facilitators lead by setting examples and by achieving goals. Their strong work ethic encourages others to excel and they have an excellent ability to deal calmly yet firmly with people using a facilitative style.

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