Staff Communication Strategies with Clients

Texting Clients

    Communication is essential at Cooper & Bumpus for the clients and staff. They are very versatile when contacting and communicating with clients. They call clients and leave voicemails. They also send out emails and text messages to remind customers of important information. Maxine, the interning staff, quotes, “I feel texting customers can reach to them quicker. Everyone is constantly on their phones and can view our policy reminders about any changes or due payments instantly.”

Keeping Case Notes

    They also have a system where staff case notes all communication interactions with their clients. This helps staff members become aware of any situation with clients while they are out of the office. For instance, if staff member Shannon was handling a customer before she left for the day, then staff member Sydnee can view the case notes in the system that Shannon case noted to see how she can assist the client while she is out. 

Sydnee Huddleston

Clients Resistance

    Sometimes clients may show resistance when assisting them. This case reporting method also helps staff record the methods they used to approach the situation and if it was a success. Successful approaches would be used for that client and similar clients who demonstrate resistance.

    Communication and counseling are essential skills financial planners take part in daily. These necessary skills are experiences shared by other critical financial planners. When working with clients, financial planners should understand effective communication and apply basic verbal & non-verbal skills. In research from Grable and Archuleta, examples of skills needed to be an effective communicator include: keeping eye contact, monitoring voice pitch and tone, assessing facial expressions, and applying non-verbal tools, such as imitating and gesturing (2019). In addition, financial counselors provide active listening skills, allowing clients to express their opinions, emotions, attitudes, and preferences in an open and trusting environment (Grable & Archuleta et al., 2019). Active listening consists of reiterating what a client has stated, summarizing what was heard, and reflecting on the importance of the client's words (Grable & Archuleta et al., 2019). Financial planners who practice these communication and listening skills will be able to connect emotionally with clients.

References

Grable, J. E., & Archuleta, K. L. (Eds.). (2019). Principles of communication and counseling. CFP Board Financial Planning Competency Handbook, 115–125. https://doi.org/10.1002/9781119642473.ch13