Client Review Resources for Advisors

Additional resources for your conversations with clients:

Client conversation centre Managing through market volatility

The 3 P's of effective reviews

There are three key ingredients to effective client reviews: Perspective, Process and Poise.

Perspective

Help clients gain perspective on world news, market headlines, and the value of working with an advisor.

Source: https://www.thebalance.com/u-s-stock-bear-markets-and-their-subsequent-recoveries-2388520

Process

Walk your client through your client-centered wealth management process, their plan and portfolios.

Poise

Be intentional about the words you use, and remember to authentically ask, listen and empathize throughout your meeting.

Preparing for the review

Any good review—especially during volatile markets—requires advance preparation. Gather and reflect on the following to help your review go smoothly.

Gain perspective

World events

Russell Investments Blog

Market Developments

Managing through market volatility
Russell Investments Blog
Russell Investments Quarterly Outlook
Client-ready resources:
- Economic and Market Review (PDF)
- Economic Indicators Dashboard
- Market Week in Review

The value of your relationship

Value of an advisor
Client-ready 10-minute podcasts:

Articulate your process

Prepare your talk track

Review the key tenets of excellent client discovery
Listen to sample talk track to walk a client through the roller coaster of emotions and identify where they currently plot on the cycle

Challenging Conversations Guide

Download E-Book

Review goals

Review client's goals, circumstances and preferences, and financial plan

Review portfolios

Review portfolios and alignment with client's plan. Reflect on what's working and what isn't. Do you need to consider any changes?

Interactive tools

Also: Please contact your dedicated Regional Team for a copy of the Client Engagement Roadmap Guide.

Practice poise

Review our best practices

Review 8 key reminders on client communication best practices

Offer a dry-run

Consider having a member of your team reach out to the client the day before the meeting to offer a technology dry-run

Prepare an agenda

Prepare a Proposed Meeting Agenda

Send the agenda

Send the agenda to your client at least 3 business days before the meeting. Include written instructions on how the client can access the virtual meeting technology

Brush up on your tech

Review our best practices on how to use technology effectively

Conducting the review

You’re prepared! Be confident and remember to authentically ask, listen and empathize throughout the meeting.

Chat

Take time for personal conversation

Assess emotions

Gauge the client's emotional state

Review the agenda

Walk the client through the meeting agenda. Make adjustments based on client's feedback and emotional state.

Perspective. Share your perspective on the current world events, market developments and the value of a relationship with a trusted advisor like you
Priorities. Walk your client through a re-discovery process
Process. Review the client's plan, tying it to their priorities and the re-discovery discussion you just had. Articulate and review product alignment and recommendation: Stay the course or make changes

Articulate next steps

Schedule the next meeting. For top clients, consider introducing a Client Engagement Roadmap (Please contact your dedicated Regional team for access to the Client Engagement Roadmap Guide)

Make yourself available

Offer to talk to your client's concerned family members and friends

After the review

You have finished the actual review meeting—but there are some important follow-up items to complete to ensure a good experience.

Follow up email

Within 48 hours, send a follow-up email summarizing next action steps. Consider also including:

Link to latest Investor Newsletter
Links to client-approved market perspective podcasts and videos
For top clients, consider also creating a custom Engagement Roadmap to help the client visualize the trajectory of their relationship with you and execution of their priorities (Please contact your dedicated Regional team for access to the Client Engagement Roadmap Guide)

Implement the next steps

Communicate

Keep client informed as next steps are completed