Blue Chip Journal, Issue 77

LIFE PLANNING
impact their behaviour with money as adults. We also use this time
to guide clients to let go of the money beliefs and habits that no
longer serve them. As planners, it is so important to understand
a client’s relationship with money. It helps knowing what money
beliefs could trigger emotional and irrational responses, and how
their habits can potentially sabotage a solid plan.
The next part of our process is to guide clients to define
their values and life principles. We know that our core values
drive everything we do as humans, so this provides invaluable
information on what the client holds most dear. When we talk
about transitions that clients are undergoing, or may still be
going through, knowing what they value above all else directs
the planning process.
Finally, we encourage our clients to dream and ask them to
visualise a life that they are excited to live. The dreaming exercise
steers the goals and objectives of the life plan, and the financial
plan is then structured to enable this. The process takes time. We
often schedule at least two meetings with clients before we even
start talking about money. But every meeting is another step to
creating trust, respect and rapport.
Our clients receive a copy of the life plan once its finalised and
our planners and support staff keep it on record. They will always
refer to the life plan for every subsequent meeting with the client.
3) A life planning culture
To be authentic, your company values must align with life planning,
and pull through every experience, every department and every
individual in the company. From the security at the gate, to the
receptionist who greets the client, to the planner, administrator,
associates and articled planners, the philosophy must filter
through the entire culture.
4) Training – enhancing your client conversations
Planners need to be equipped with new skills so that they are
comfortable having brave conversations and building lifelong
relationships with clients. Planners start taking on the
role of coach and mentor – and this role involves authenticity,
vulnerability, empathy, non-judgemental listening skills and the
ability to inspire.
It starts with self-awareness and the commitment to invest
time and energy into self-development. We cannot ask clients
questions that we ourselves are not comfortable answering, and
I encourage planners to practise on each other. Learn how to ask
probing questions, how to read body language, how to respond
with empathy and how to cultivate real connection. Listening is
one of the most important skills. If you listen, your client tells you
what they want and need. It makes them feel valued and you can
build the financial plan according to their wishes.
We have found great value in the work of Dr Brené Brown
and use her teachings to be comfortable with emotional
responses such as vulnerability and shame that often stems from
money conversations.
5) Marketing life planning as a value-add
Your staff become your most important marketers, and your
clients, your most valuable ambassadors. It’s about walking your
talk and placing your life planning philosophy centre stage.
Our Chartered website showcases our philosophy, and our
additional Retire Successfully site is a platform where clients and
retire mentors share tips and stories on how they are living their
best lives in this phase.
We communicate regularly with our clients, through
newsletters, social media channels and a variety of lifestyle
events, always reminding clients that we are here to support
them throughout their journey.
A WOW client experience
Clients deserve to feel supported and valued and we express our
gratitude and care through thoughtful gestures and creating a
relaxing and enjoyable experience. Many of our clients pop in for
a slice of cake and cappuccino well before their review meetings.
Client advisory
Feedback is important. We schedule lunch meetings with small
groups of clients, and for the duration of the lunch, they become
the directors of our company. It’s invaluable to hear what’s
working, what should change and what their recommendations for
improvement are. Everything we do is about building relationships.
It’s not a transactional process – it’s helping clients to own their
power and feel confident that they can take the driving seat in the
design of a truly meaningful and fulfilling life.
We encourage our clients to dream
and ask them to visualise a life
that they are excited to live.
Benefits for Chartered
It’s a mutually-beneficial relationship – as much as our clients
enjoy spending time at our offices, connecting, learning, enjoying
delicious meals at our events, and meeting with their planners, our
staff feel that they are truly making a difference. We love what we do!
If you invest time and energy in getting to know your clients,
and continuously work on building solid relationships, they will
be your most loyal ambassadors and trust you to invest 100% of
their money. Life planning offers a unique value proposition with
the client at the core of your service. It may be a time-consuming
process, but in the long run, a win-win for both your client and the
profitability of your company.
www.bluechipdigital.co.za
55