When a client calls you up unexpectedly, it is hard to plan for the conversation. But when a meeting is planned, either over the phone, in person, or through another medium, it is good to be prepared. To do that, you should have an old fashioned agenda written, not just in mind.
A list of discussion items is really important to stay focused and to cover all the topics you need to cover. Without them you can easily miss important issues, or even minor ones that can affect how you work with the client. Also realize that both you and the client have other things to do. Even if the client is retired, their time is valuable too.
Opening
Start with pleasantries, but move into the reason for the meeting. It could be a regular occurrence, annual or a special circumstance.
Updates on Both Sides
If you are dealing with a business, you will need to know any planned changes like expansion, or a new product. It can also include market trends in the industry. For a personal account, you should be aware of anything like a job change, an impending marriage, closing in on retirement. Pretty much anything that can affect income.
On your side, you need to discuss any changes in investments, general economic trends, new laws or regulations that would affect the client’s processes, investments or lifestyle.
Heart of the Matter
You need to get to the reason the meeting is being held. If the client asked for the event, let them take the lead. Listen to what they have to say. If you instigated the appointment, go over the points you need to discuss. Gather as much information as possible that relates to the accounting functions you perform for the client.
Record Your Notes
Don’t trust your memory. Also jot down any follow up questions. Try to avoid interrupting the client. Make the meeting as productive and meaningful as possible.
Making Decisions
Depending on the circumstances, discuss what decisions are looming. Perhaps they don’t need to be made immediately, but then again, perhaps they do. As a financial advisor, it is your job to make the process as easy as possible outlining the pros and cons of each situation.
Recap
This is where both, or all, of you go over the next steps, including any due dates and who is responsible for what. Probably the hardest is setting action dates. Everyone is busy and it may take some careful planning.
Plan Your Next Meeting
If this is only an annual event, neither party can probably set a firm date. In that case, calendar a reminder closer to the date to set something up. If it is a short term deadline, set a date, even if the client isn’t sure if he or she is free. Set it anyway with the idea that the time or date can be adjusted.
Closing
Remember to ask if there is anything that hasn’t been covered or if anything needs to be gone over another time. End on a cordial note with some mention of the client’s upcoming personal events or chatting about a common interest. It is nice to follow up with some sort of written summary or just a thank you for the client’s time and effort.
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- The Capex Team