Name: The Importance of Fully Acknowledging Client Concerns
Uploaded: 2025-02-19T19:56:00Z
Duration: 2 min
Description: If a client is upset, regardless of why, “they won’t listen to one word you say until you acknowledge what their problem is,” says Kevin Myeroff, senior strategic advisor at Sequoia Financial Group.

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If a client is upset, regardless of why, “they won’t listen to one word you say until you acknowledge what their problem is,” says Kevin Myeroff, senior strategic advisor at Sequoia Financial Group.

https://m.wsj.net/video/20250219/1c9a63e6-9616-414d-bffc-d0b87979e9cf/1/hls/manifest-hd-wifi.m3u8

The Importance of Fully Acknowledging Client Concerns

Anytime a client's upset, not necessarily at you, but the way things are going. You know, the markets are down 6% and you're down 10. I feel like you've not been proactive enough. Do you realize this is all the money that I have? And you know, they're expecting a recession two years ago that hasn't come yet. And you can't say, well, I made you 15% in the last two years. That's what you have to do in any one of these is they won't listen to one word you say until you acknowledge what their problem is. You literally have to say to them, and let's say they're, you know, they're talking about returns. You have to say, I hear you. I understand you're nervous about what the results have been so far, and I know this is all the money you have. You have none anywhere else. So it's life altering money. And now they're like, okay, he gets it. And then you could talk about, if I talk about volatility, what people forget, and we learn this during some of the huge market drops, is that if the market falls a thousand points, your body takes a physiological response to that, you know, the fight or flight response. And your brain's smart enough to know that when you are watching CNBC to see what's going on, or listening to Barron's or reading Barron's, and you read it again or you see it again, your brain says, yeah, I know that. I read it a while ago, but your body has the same physical, physiological response. And so I literally have told hundreds of clients, turn off your TV. The news doesn't change all that much during the day, especially financial news. So once a day, turn on for half an hour and move on. And I've had hugs and thank yous for giving that advice.

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