Name: Setting Expectations for Clients
Uploaded: 2025-06-18T15:00:00Z
Duration: 2 min 4 s
Description: “Our job is to manage their expectations on the future of their investments and leave the emotional piece out," says Gina Thompson, senior vice president and portfolio director at RBC.

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“Our job is to manage their expectations on the future of their investments and leave the emotional piece out," says Gina Thompson, senior vice president and portfolio director at RBC.

https://m.wsj.net/video/20250618/0ca7beb0-f6a9-4644-a0de-2e820c8960e8/1/hls/manifest-hd-wifi.m3u8

Setting Expectations for Clients

So in terms of setting expectations with your clients, have you ever had a client, I'm assuming you have, that's gone from anxious to confident about their financial future? What were those steps that you took to make that pivot with that client?

Well, this is great timing because we're getting a lot of those calls more recently. We are very process-driven, and we have quarterly calls with our clients just to check in, so to talk about their financial plan or to talk about what's happening in their lives. Maybe they had a job change, maybe somebody unfortunately passed away. So because we're in constant communication with our clients, we have a good pulse on their emotion because a lot of what we do day in and day out is managing emotion. Sometimes I like to joke with my team that the hardest part of my job is the behavioral piece, not necessarily the investment piece. People can be emotional about their...

We're people, so people are people. People are emotional.

Very true. Very true. Whether it's politics, who got into the government, who's out of the government, whatever that may be, but our job is to manage their expectations on the future of their investments and kind of leave the emotional piece out, which is more just about listening and hearing what they have to say and talking through what's going on, and reverting back to historical times where things may have been similar, but different, right? I always tell clients that we've never seen this before. 2020, we've never seen this before. 2008, we've never seen this before, but there's periods in time that have these black swan events that we have to be prepared for, and we're prepared because we have a financial plan in place, we speak on a quarterly basis, and we're reviewing, you know, the what-ifs as they come.

Setting Expectations for Clients

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