How to Help Clients Through a Setback

Here are seven ways to be companionate without being intrusive:

1. Get advance warning. 

Your family doctor wants a blood test before your annual physical. Several factors are measured using a scale. Medical professionals get concerned if you fall outside the permissible range, but they are also concerned if your numbers are trending upward within the range.

When you meet with clients for periodic reviews, you can tell if they have been pulling money out of their accounts at a faster rate. You can tell if they are not contributing to retirement plans and dollar-cost-averaging programs.

2. Ask questions. 

“Has anything changed since our last meeting?” If you sense something is wrong, you should ask polite, yet intuitive questions about their life.

Sometimes you need to meet in the middle. They might not volunteer information, but your questions uncover a problem.

3. See if there is a problem.

There might be a medical issue in the family. Perhaps their parents might need medical assistance or should downsize but are resistant to the idea.

They need help but don’t know where to turn. They might think they are the only ones to ever face this problem.

4. Put the problem into words. 

You have found a problem and have some relevant experience. They know you are a financial advisor, but they have not thought of you as a possible solution provider in this area.

This isn’t the first time I have seen this problem. You would be surprised at the number of clients who find themselves in a similar situation.

5. Determine whether they are open to advice.

You are waiting for a reaction and need to be respectful. If they say: “This is a family matter. We will take care of it. You don’t need to bring it up again.” If so, drop it and change the subject. On the other hand, they might see you as someone throwing a life preserver to a drowning man.

Proceed only if they are receptive.

6. Make it easy. 

Suppose they feel uncomfortable meeting with a recommended specialist. You drew the client out about their problem, through the strength of your long-term relationship. They might clam up with a stranger.

Offer to set up the meeting. "Would you feel more comfortable if I attended the meeting too?"

7. Follow up. 

How do you know if they attended the meeting? Was anything done afterward? Get in touch with the specialist and ask what happened. Call your client. “Tell me about the meeting.”

Your client might not be ready to do anything yet.

What if the problem does not have a product-based, financial solution? These five approaches lean into consistent, compassionate communication.

1. Keep in touch. 

Very often, people call people who call them back. They keep in touch because they are seen every day. When you drop out of circulation, people forget about you.

Your client can feel abandoned.

2. Be proactive. 

You might think that people don’t send cards or read anymore, but they do. Send a greeting card once or twice a week. Perhaps you send or deliver flowers from time to time. Do they have favorite authors? Buy a couple of books for them.

You are helping fill in the empty hours.

3. Be available to step in.

Often, when someone asks, “Is there anything I can do?” they say “Nothing.” It’s like when you ask for referrals, “Do you know anyone I can help?” Their mind goes blank.

Make specific offers. “Can I bring dinner over?” “Can I put out your trash cans and bring them back?” 

4. Offer to spend time. 

If a client is ill, the immediate family are likely serving as caregivers. This is exhausting.

Ask if you can spend the afternoon or evening visiting with your client. This provides time away for the thankful caregiver.

5. Be there when it’s over. 

Should a client die, the family will want private time. You want to attend the memorial. You don’t need to make a spectacle with flowers but do want to send a card. You might offer to speak at the service.

The family will know you stuck by them rather than just showing up at the end.