Part of becoming a successful Your Loan Concierge broker invovles taking the time to understand your clients needs.
Our highly systemised process has been designed to achieve mimimum variation and maximum client appreciation.
The key to being an excellent financial adviser lies in the ability to communicate well, and to create trust with a client.
Prerequisites to a Relationship Based on Trust
So how do we create trust with our clients? All of the training and development in the world won’t help unless you possess the following values:
- Integrity. Always act with integrity, defined by the dictionary as, “adherence to moral and ethical principles; soundness of moral character; honesty.”
- Put the Client First. You must, without fail, always put the clients’ needs ahead of your own or, as set out by ASIC, act in the best interests of the client.
- Truly Care about your Client. Just as animals can smell fear, your clients will eventually see through any initial facade if you are not genuine in your concern for them.
In the book, ‘The Trusted Advisor’, authors David H. Maister, Charles H. Green and Robert M. Galford list a series of traits that are shared by advisers who are truly trusted by their clients. According to their research, clients believe these advisers:
- “Seem to understand us, effortlessly, and like us
- Are consistent (we can depend on them)
- Always help us see things from fresh perspectives
- Don’t try to force things on us
- Help us think things through (it’s our decision)
- Don’t substitute their judgment for ours
- Don’t panic or get over-emotional (they stay calm)
- Help us think and separate our logic from our emotion
- Criticise and correct us gently, lovingly
- Don’t pull their punches (we can rely on them to tell the truth)
- Are in it for the long haul (the relationship is more important than the current issue)
- Give us reasoning (to help us think), not just their conclusions
- Give us options, increase our understanding of those options, give us their recommendation, and let us choose
- Challenge our assumptions (help us uncover the false assumptions we’ve been working under)
- Make us feel comfortable and casual personally (but they take our issues seriously)
- Act like a real person, not someone in a role
- Are reliably on our side and always seem to have our interests at heart
- Remember everything we ever said (without notes)
- Are always honorable (they don’t gossip about others, and we trust their values)