In this wide-ranging conversation Ken and Rob explore how the simple act of listening carefully to what a client is saying - and what a client is not saying - to more deeply understand what they actually need. It is far too easy for advisors to get caught up in explaining what they do and how they do it, and to neglect the simple act of actively exploring a client’s hopes and dreams and fears about the future. Rob explains how slowing down and allowing the client to think about the complexity of their financial life and to feel what this part of their life means to them can actually move some clients to tears. This redefines the fabric of relationship between the advisor and the client, solidifies the working relationship and opens up a much wider range of opportunities for the advisor to provide solutions to the client’s most urgent challenges. As Truist Wealth advisors have developed more advanced listening skills and a deeper commitment to understanding their clients there has been a direct and positive impact on the success of their businesses. The conversation weaves back and forth from philosophical to highly practical with a consistent focus on the power of listening to transform the working relationship between advisor and client.
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