For client service professionals (CSPs) at financial advisory firms, geopolitical events like the ones we see today will lead to more client calls. It is natural for clients to become worried about how world events might affect their financial plans. How you manage these incoming calls is crucial to building and keeping client trust and confidence. Here are 7 tips to help you keep your clients calm during unstable times.
1. Acknowledge the Concern Without Speculating
Clients need to feel heard. CSPs should validate the concern without offering personal opinions or financial advice. This is the time to use active listening skills.
Example Response:
“You’re not alone in being concerned—many clients are watching the headlines closely. It’s completely understandable to want to know how that might affect your portfolio.”
2. Avoid Giving Investment Advice
CSPs should never provide portfolio guidance but can explain that the advisory team monitors developments and builds strategies with uncertainty in mind.
Say Instead:
“Your advisor has likely already accounted for potential global volatility in your investment strategy. I’d be happy to schedule a time for you to connect directly with them to review your plan if that would be helpful.”
3. Reinforce Long-Term Focus
Help clients step back from short-term noise and remember the broader plan. Today, more than ever, with 24/7 news bombardment, it is easy for clients to be drawn to short-term implications of events.
Script Option:
“Our portfolios are designed with long-term goals in mind and often include diversification to help manage the impact of global events. While short-term headlines can be unsettling, your advisor can walk you through how your plan is positioned to weather different market conditions.”
4. Offer a Touchpoint with the Advisor
Facilitate reassurance by making it easy for the client to talk to their advisor. If a client has a review coming up soon, consider accelerating their schedule and have them come in sooner.
Say:
“Would you like me to schedule a quick call with your advisor so they can go over any concerns you have and walk you through how your plan is positioned?”
5. Use Approved Messaging from the Firm
Many advisory firms prepare talking points during turbulent times. Ensure you’re referencing the latest guidance or updates the firm distributes.
Pro Tip:
Keep a list of firm-approved statements regarding current geopolitical risks and market volatility at your fingertips. Never send any material to a client that has not been approved by your firm’s compliance department.
6. Remain Calm and Professional
Your tone establishes the emotional mood of the conversation. Keep it steady, informed, and empathetic. Clients will look to you for comfort; if you remain calm, they are more likely to feel better.
Practice:
– Slowing your pace slightly
– Avoiding alarmist language
– Staying focused on the client’s emotional needs first, not the headlines
7. Offer Educational Resources if Available
If your firm shares market updates, client letters, or webinars, offer to send them.Example:
“We just sent out a market commentary that covers some of these concerns. I can email it to you if you’d like?”
Final Thought: An Opportunity to Strengthen Trust
While geopolitical events can create fear and uncertainty, they also present a meaningful opportunity to build trust and reinforce the value of a financial advisory relationship. When client service professionals respond with empathy, professionalism, and proactive communication, it demonstrates the firm’s commitment to client care. Handled well, these interactions can turn moments of concern into long-term loyalty and stronger advisor-client relationships. To learn more about how Advisory Education Partners can elevate your client’s experience through a systematic approach to training, visit our website. Also check out our Learning Center for a list of our current online courses.
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