Client meetings are your life's blood, but do you really know how to manage a meeting with an older client? He or she comes to the meeting with a set of physical and psychological needs that are likely different from yours. He or she also comes with a unique set of life experiences that may lead to different expectations.
To reduce stress, the physical setting should be right. So should the way you gather information, what you say and how you present solutions.
o Set expectations. Before the client ever arrives at the meeting, be clear about what you are going to discuss and how long it is going to take.
o Remind clients to bring any necessary documents. Sometimes it's hard to find the needed documentation many years after having dealt with a financial advisor. Give them time to find things. Provide a written list if there are more than one or two items.
o Control the use of time. Time takes on a different meaning with age. Many older adults lose track of time. Hang a large analog, not digital, clock on the wall facing your client. Remind the client how much time is available before your next scheduled appointment and determine how best to use the remaining time. In general, older people will honor the time frame you have established in the beginning.
o Get an adult child to take notes. Clients in their mid-70s and older may have moderate to high difficulty remembering all that was said and what was agreed upon. Suggest that they bring an adult child [or someone else they trust] to take notes: "There are a lot of details we need to talk about Mrs. Jones, so it would probably be helpful if your daughter could come and take notes while we concentrate on the issues."
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