I had a discussion with a client today which made me reflect more afterwards...and a message I thought was worth sharing.
I inherited a "difficult" client back in March, who I met with a very open mind and without having any preconceptions....despite what I had been told. Sure, he was an agiitated client and on the scale of demanding, he was good for a 10/10 for the first 3 months or so. Over the last few months, he has still kept me busy, but definitely on a sliding scale downwards and in the last month or two, he has been a dream.
Today, this client said it was "night and day" dealing with me (compared to my predecessor), he added that everything I do is professional, I follow up on promises and he trusts me. I have not done anything more for this client than any other - but I have got to know him much better than my predecessor on a F2F basis, never put gloss on negative news I need to convey to him from time to time and I just treat him as I would expect him to treat me....good old fashioned values I suppose.
I have always thrived on the challenge of a potentially difficult client generally, they keep me on my toes (and ultimately end up being the most loyal). However this was not a difficult client, it was a fed up client who had not been receiving the level of service he deserves.
So the message is not to take the opions of others when dealing with new clients or prospects. It is always useful to have a heads up and take the opinion of others - that is always better to have than not. However make up your own mind on someone, perhaps try a little bit harder to smooth any agitations of old and just create the best relationship you can have.
In the early weeks, I was wary when the phone rang from this client - now I am assured of a good chat, a fair bit of banter and a further cementing of a client relationship I am certain will be long and mutually positive. Make up your own mind - that difficult client may just be yearning for an adviser he trusts and gains value from dealing with.
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