Age inevitably decreases our ability to connect with the world outside of ourselves because of physiological deterioration. Hearing and vision decline, as do the rest of our biological systems. When advisors fail to recognize this deterioration and treat older adults the same as younger ones, they lay the groundwork for problems.
Early on, we were taught that a firm handshake sends a message that we are confident and in control. However, using this type of handshake can hurt an older person. Some 55 percent of people over 65 have arthritis and a hand squeeze may be painful. (Who wants to work with an advisor who inflicts pain?) Use a two-handed, non-squeeze handshake when greeting an older client. It's more personal and sends a subtle message that you are interested in the client.
When the client speaks, learn to lean forward, react with animation, and maintain eye contact. The appearance of genuine interest on your part will encourage the client to talk with greater thoroughness and depth. Do not interrupt, break eye contact, or fidget. Interrupting a senior client's thought pattern can be disconcerting to them.
No matter what your age is, older adults expect you to act like the gray-haired, blue-suited authority figure they remember from their youth. When you meet with them:
o Use clear enunciation and good grammar
o Say "please" and "thank you"
o Unless otherwise directed, call them "Mr.," "Mrs.," or "Miss"
o Avoid profanity and off-color comments
o Be respectful at all times
Excerpted with permission from "101 Easy Ways to Increase Business With Boomerplus Clients!" by Richard B. Ross and Michael P. Sullivan. For more information, visit www.graymoney.biz.
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