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Summary: Sometimes it isn't what you say to the client. It's how you say it. If an adviser comes across as impatient or condescending, for example, the message won't be heard. "If you don't strike the right tone, your advice won't be followed, no matter how good it is," says Karol Ward, a New York psychotherapist and presentation coach.
 When a client expresses a concern, dismissing it as an emotion is the wrong approach even when an adviser, after years of professional investing, has learned to curb such feelings. It is better to find ways to empathize with the client, saying something like, "That's a fear I've had before."Waldemar Kohl, vice president of practice management and consulting, Fidelity Institutional Wealth Services. |
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