In the recent Kitces article, “3 Question Types To Go From (Just) Retained To Highly Engaged And Happier Clients,” Meghaan Lurtz, PH.D., FBS delves into the critical distinction between client retention and client engagement. Maintaining clients isn’t enough—engagement is key. Disengaged clients, who appear content but are passive, might eventually leave for a more proactive advisor. By contrast, engaged clients view their advisors as partners, seek advice actively, and are more likely to provide referrals.
Three types of questions advisors can use to boost engagement:
- Opening Questions: Initiate conversations about recent changes or future plans to set a collaborative tone.
- Mid-Meeting Questions: Address client fears and confidence levels, encouraging honesty and deeper discussions.
- Closing Questions: Solicit feedback to reinforce the client’s value and the advisor’s role, fostering a sense of partnership.
Using each of these three types of questions will help you identify engagement levels and transform routine meetings into meaningful interactions.
When a client is engaged, they will often solicit feedback from their advisor and won’t hesitate sharing their own input regardless of whether things are working or not.
Check out the full article for a deeper dive into how these strategies can transform your client relationships.