Mapping the emotional journey: How advisers can build trust with clients
Update: 2025-11-12
Description
In the latest episode of The ifa Show, Dr Ben Neilson, adjunct professor at Central Queensland University and adviser at Complete Wealth, and Shelley Labartolo, client service officer at Complete Wealth, join host Keith Ford to break down their research on the stages of client emotions during the advice process.
Their research centred on how understanding and mapping client emotions at each stage – from discovery and strategy development to implementation and review – not only improves decision quality and trust but also enhances the client experience and reduces the need for follow-up.
Tune in to hear:
- How advisers can practically implement the findings to foster greater levels of trust with clients.
- Why it's important to address emotions proactively with feedback, empathetic questioning, and clear communication.
- The value for advisers with high emotional intelligence and how they can build greater trust and achieve stronger, more durable client relationships.
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