,Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,*,Insight and Action Forum,Boston 2021,Presented By:Courtney Pullen,Pullen Consulting Group,LLC,303-420-2908,“One important finding from the research:There is a very big gap between how financial advisors perceive wealthy clients and how the clients perceive themselves.For the most part,financial advisors do not really understand their middle-class millionaire clients.Cultivating the Middle Class Millionaire,“Overall,only 13.8%of the clients defined themselves as loyal to their primary financial advisor.Cultivating the Middle Class Millionaire,The Importance of Loyal Clients,“What most do not realize,however,is just how important the level of customer satisfaction is in markets where competition is intense,such as financial services.In these markets,there is tremendous difference between the loyalties of merely satisfied and completely satisfied customers.,Why Satisfied Customers Defect HBR,“In a study of the loyalty of retail banking depositors,they found that completely satisfied customers were nearly 42%more likely to be loyal than merely satisfied customers.HBR,The Importance of Loyal Clients,What is important to the client?,What are they concerned about in their lives?,Discuss with partner,Care what they care about,Well being children,Health,Risks in their life,Disability,death,longlivety,Enough money to retire,Financial independence(latin countries specific),Peace of mind,Life transitions,Financially and emotionally,Work,Succession,Pay for or dance at granddaughters wedding,Lifestyle,Struggles with communication and family dynamics,Purpose/Meaning,Legacy,Values,Shirt sleeves to shirt sleeves,80%of the time all wealth is lost by end 3,rd,generation,Kids/Grandkids,Philanthropy,Spirituality,What Do I Encounter?,Based on our list,what should we focus on and what tools will work in both of our worlds?,The Client,All humans have purposes,concerns,and circumstances.,When people,perceive,you are unaware of or opposed to their purposes,concerns,and circumstances they resist,producing waste.,When people,perceive,you are aware of and sensitive to their purposes,concerns,and circumstances they communicate and collaborate,producing value.,Axioms of the Intersection,What are the non-financial assets of the family(human,intellectual and social),What is the purpose of your wealth?,How wealthy should your children be?,What is important for me to know about you?,Establishing Trust and Asking the Right Questions,Who has had the most important influence on your life?,What were their values?,The 50 year question.,What do you want your legacy to be?How close are you?,What are you most concerned about?,Establishing Trust and Asking the Right Questions,The Conversation Meter,100,50,25,75,Sincerity,Accuracy,Authenticity,0,Pretense,Developing Listening Skills,Ladder of,0 points-Bio Reaction,1 point-Content,2 points-Compassion,3 points-Essential Intent,4 points-Intersection,Listening,Presence-is the ability to be in the conversation rather than oscillating between it and your internal conversation.It includes but is not limited to availability and devotion.,Empathy,What do you bring to a client relationship?,