Earlier in the year I had a conversation about how we dial up the effectiveness of our client conversations…
What if the biggest factor in your success as a financial adviser isn’t your technical expertise, but how well you listen?
In this episode of Beyond the Numbers, Scott Stevens, St James’s Place Establishment Commercial Director, and I explore the overlooked skill at the heart of powerful advice: meaningful conversation.
I share practical tools to help advisers shift from presenting information to creating impact – by listening deeply, asking better questions and understanding the emotional side of money.
Whether you’re refining your client conversations or just starting out, this episode is packed with practical tips and fresh perspective.
Click the image to listen.
Top 10 Takeaways
- Open Strong: Begin every meeting by asking, “What would make this a valuable use of your time?” – a powerful question that invites co-creation and sets the tone for trust.
- The First Meeting Is Critical: Emotions run high, and clients often feel a power imbalance. Your job isn’t to impress – it’s to settle minds, listen deeply, and humanise the conversation.
- Clients Define Value: Advisers often default to showcasing technical skill. But real value is defined by the client – feeling understood, making smart decisions, and knowing what ‘enough’ looks like.
- Silence Isn’t Awkward, It’s Powerful: Many advisers fear silence. But space invites deeper thinking and reflection. Listen to understand, not to respond.
- Ask ‘What’ Not ‘Why’: “What led you to come and see an adviser like me today?” invites insight without defensiveness. ‘Why’ can feel intrusive.
- Scale for Confidence: Use a simple 1–10 scale to ask, “How confident are you feeling about your financial situation?” Revisit over time to track emotional and financial progress.
- Language Matters: Jargon creates distance. Clear, empathetic communication shortens that gap and builds connection.
- Reframe Annual Reviews: Shift from “annual review” to “progress planning meeting” – clients are more likely to attend when it feels forward-focused and purposeful.
- Be Proactive and Personal: Consistent check-ins, tailored agendas, and communication around life events create ongoing value and strengthen long-term relationships.
- Don’t Sell, Start a Conversation: When networking, your goal isn’t to close. It’s to connect. Focus on being memorable, relatable, and curious. The real opportunities often come later, over coffee – not in the room.
Soundbites
- “The first meeting is all about creating safety, not showcasing expertise.”
- “Jargon creates distance. If we want trust, we have to close that gap.”
- “It’s not about the facts and figures. It’s about uncovering motivations and needs.”
- “If they only come to you for performance, they’ll leave you for performance.”
- “Your natural curiosity is a superpower.”
- “Money is emotional. If we ignore that, we miss the heart of the conversation.”
If you’re interested in these topics then check out the webinar schedule and forthcoming mentoring programme.