12 tips for communicating with less talk and getting motivated

Incentivizing referrals

I maximize the power of a personal connection by not just asking for referrals or to meet certain people, but by making sure that I reward my clients for making those introductions. Develop a clearly defined referral process that the clients know about, and make sure you actually incentivize them with something meaningful to them. We tried various things early on, like sending bottles of nice wine or various gifts, but those gestures didn’t seem to make an impact. So, we introduced making a donation to a charity of the client’s choice anytime somebody makes a referral. That really seems to be landing with our clients. Make sure that you are giving the clients a reward that they feel has value. 

—Carla Brown, FPFS, CFP, Cuddington, England, UK, seven-year MDRT member

4 words to avoid with clients

1. Retirement. No one wants to retire. Retired means washed up, has-been, put out of service, no longer needed, done, get away. So, take that R word out of your vocabulary. What do we want? We want financial freedom to do what we choose to do. So, “Mr. and Mrs. Client, I’m not going to help you retire. I’m going to help you get financially positioned to have choices, to do what you want to do, when you want to do it, how you want to do it and where you want to do it.”
2. Journey. It’s overused. We’re not going to take a journey together. We’re going to walk down this path together. We’re going to walk down the path of helping you become financially sound, financially free with financial choices. 
3. Critical. When you say, “Mr. and Mrs. Client, I think it’s critical,” that sounds threatening. I would rather say, “We have an important high priority.” An important high priority kind of means critical, but “This is an important high priority for you to make a decision on whether you want to implement the plan that we have put together to allow you to have financial freedom.” It’s what we say that makes a difference. 
4. Leverage. Way overused. Instead, use the word committed or overcommitted. “You’re overcommitted in these debt obligations.”

—Shane E. Westhoelter, AEP, CLU, Albuquerque, New Mexico, USA, 14-year MDRT member

Talk less

Here’s a simple rule for new advisors. In your first meeting, the client should be talking more than you. If you find yourself talking more, that’s product pushing, not financial advising. 

—Godofredo Batas Peteza III, Taguig City, Philippines, seven-year MDRT member

Lighten the load on mailed client paperwork

For long-distance clients, I mail a package that includes a full copy of documentation and a separate small package of just the signature pages. Over the phone, we can review the full package of documents. Then, when ready, we have the client sign and return the required signature pages. This approach saves on complications and postage costs. I have a mirror image of the package with me, so I know exactly what the client is looking at.

—Jonathan Peter Kestle, CLU, B Com, Ingersoll, Ontario, Canada, 10-year MDRT member

Only make promises you can keep

I am particularly careful not to make promises that I cannot keep, such as “I will contact you often” or “Let’s have a meal together when we have time.” However, I always keep such promises as: “First, I will not pay insurance premiums in advance. Second, I will not make unnecessary contacts frequently. Third, I will not celebrate anniversaries or give personal gifts. Instead, when it comes time to file an insurance claim, I promise that I will make filing it my top priority.” These principles save time and increase work efficiency, while also helping to build healthy relationships with clients. 

—Jonghwa Lee, Seoul, South Korea, 10-year MDRT member 

Bigger bowl

I believe if your why is big enough, you will naturally devise strategies to figure out the how. As the saying goes, a goldfish grows according to the size of the glass bowl. If a bowl is small, you will naturally remain small, but if you set yourself in a bigger bowl, you have more room to thrive.

—Jue Rong Lee, Singapore, 19-year MDRT member

The OPAR system

Once a client agrees to attend a meeting, I use the OPAR model to take advantage of the opportunity and achieve desired results: 

Outcome: Before each client meeting, determine what you hope to achieve, such as developing a financial plan for the client or making a successful sale. 

Process: After formulating the meeting, note what results you expect to achieve. Consider what topic will pique the client’s interest and what concerns or questions you expect the client will raise.

Action: Ask yourself if you can implement all the details you imagined, including processes and client problems, and successfully guide them to your expected goals. 

Review: After completing each client meeting, reflect for 10 to 15 minutes. Was there a deficit in performance? What details did not happen as expected and why? 

—Lee Hang Pui Wilkins, Kowloon, Hong Kong, China, 13-year MDRT member

Craft better emails

Emails have been vital in helping me connect with clients, but it took me awhile to make my emails well-thought-out. Prior to figuring this out, I would just keep talking and explaining, forgetting that some people learn visually, not verbally. Now, after every call/meeting, I send an email recap of our discussion, so the client can see and digest the information at their own pace. The email also mentions the plan we are implementing and if there are any next steps. I also attach my brochure and encourage them to contact me with any issues.

—Anthony Castro, Melbourne, Florida, USA, three-year MDRT member 

Rejection is not the end

For me, rejection is not the end, but only a delay in the prospect’s ultimate decision. This attitude gives me hope and motivation to continue strengthening relationships and establish more intense communication. I believe that with patience and perseverance, it is only a matter of time before a deal is reached. Every interaction, even the seemingly unsuccessful one, is a step toward a bigger opportunity in the future.

—Devita, Jakarta Barat, Indonesia, one-year MDRT member

Connect clients to admins

I direct clients to my staff as much as I can. For example, all of my clients are in a chat group with my admins. This allows clients to easily post a question in the chat. Also, when I’m in a meeting and can’t be reached, I set an out-of-office reply directing people to my admins, so clients get the assistance they need, and I get the focus I need.

—Joyce Chan, AFP, Singapore, six-year MDRT member

Legacy box

We created a legacy footprint file box to assist clients with organizing their important papers. We discovered that organizing important documents was a perpetual item on many people’s to-do list. The system is designed for a trusted person to pick up the legacy footprint file and know exactly what to do in the event of an emergency. The system begins with an overview section that includes a bill pay footprint and an estate footprint. Both are designed to capture critical information in an easy-to-read format. Following the overview are six remaining categories, each color coded with subfolders for easily locating documents relating to various segments of one’s financial and legal affairs. We found that this is a great value-add for our clients. They appreciate our help in organizing their important papers, and it makes our job easier should something tragic happen to them. The legacy box serves as the go-to location for anything that may be critical in a time of need. It gives family members the ability to locate documents quickly and have confidence that they are not missing anything.

—Rebecca J. Gonzalez, CFP, CLU, Spencer, Wisconsin, USA, eight-year MDRT member

Beating burnout 

When I face burnout or a lack of motivation, I engage in activities that connect me with different individuals, meet new clients or enjoy time with friends. These experiences help alleviate burnout. Immerse yourself in the company of people who have a positive perspective, change your environment by connecting with family, friends or people who can significantly improve your mood. Furthermore, surrounding yourself with talented and optimistic individuals can foster your growth and development.

—Sukhuma Onlaor, Nonthaburi, Thailand, seven-year MDRT member