Client Relationship & Service
Give a financial advisor a calculator — or spreadsheet — and they’ll feel right at home. But hand them a cocktail and toss them in a party with strangers, and some degree of uncertainty might set in.
It’s natural, but doesn’t have to be that way. Some simple techniques can help advisors — even those who identify as introverts — turn any meeting into an opportunity to make new connections, says Susan RoAne, author of “How to Work a Room®” and a former schoolteacher in Northern California in an interview with Capital Group®. RoAne gives presentations to advisors and companies on how to improve socializing skills.
“To those people who think, ‘I hate networking.’ Don’t say that anymore,” RoAne says. “Stop networking, start socializing. Socialize with people so that they feel a social connection to you.”
Here’s one tip you can use right away. How to deal with the uncomfortable silence in a social setting. This might happen at a party when you’re chatting with people you don’t know or even with a client in the office. What’s the way out of this situation? RoAne says there are magic words that work every time: “Tell me more.” Just asking the person you’re talking about to explain more opens angles of discussion and also lets “that person have the stage,” she says. Earnestly looking to learn more about what interests the person you’ve met may help you form a connection.
The same method applies, too, when you hit a lull in a face-to-face conversation with a client in your office, even if the client is unhappy about something you’ve done. “These are the tricky situations,” she says. Just say “why don’t you tell me about it?” Being concerned and interested can cool the situation and put you in a position to help — and even strengthen the relationship.
That’s just one suggestion to turn conversations with people into something you enjoy. Here are several more from RoAne, including:
Many advisors try to “forge trust,” RoAne says. “I don’t know that you can really forge it,” she says. “Trust is built over time, not overnight.”
Video
Three Steps to a Great Introduction
Susan RoAne:
This is what I tell everyone, both in ‘How To Work A Room,’ and in all my presentations. Walk into a room where you already have your own self introduction planned.
Speaker 2:
Hm.
Susan RoAne:
Wouldn't it be great if someone announced your arrival? A few trumpets, a little heralding would be lovely. But really, we are responsible for our introductions. So, plan it. May I give you the three tips that...
Speaker 2:
Yeah.
Susan RoAne:
The RoAne tips. It's not a 60 second elevator pitch. It's seven to nine seconds. It's a pleasantry.
Speaker 2:
Hm.
Susan RoAne:
Because... I wondered why I wrote that and then I was re-reading ‘How To Work A Room,’ because the research on eye contact, is after nine seconds, it's considered a glare.
Speaker 2:
(laughs)
Susan RoAne:
So, seven to nine seconds. Firm handshake, and yesterday I had someone shake my hand and I was wearing a darling ring, but they squeezed my fingers together and I literally screamed out. Um, web to web, and if you're shaking hands with a woman, nice firm handshake, but don't squeeze her fingers together, because we may end up at the hospital if you do that.
Um, the other thing you want to do is make sure that you don't give your job title. Well, a job title means different thing in different places. Instead, give the benefit of what you do, and that will... When you give the benefit, that's what people hear.
And then, the third tip is, introduce yourself vis-à-vis the room you're in. How you introduce yourself at a big conference is going to be very different than one person in your office or going to your son or daughter's soccer game and there are the other parents there. What you have to do is give people a context so that they know how to make conversation with you. You're really helping them out.
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