Clear and effective communication is imperative in any relationship, especially when building trust between financial teams and their clients. Yet, technical jargon, complex financial concepts and misaligned expectations can create barriers to understanding, leaving clients feeling uncertain or disconnected from the decision-making process.
Fortunately, financial teams can bridge these gaps with the right strategies, from practicing active listening to prioritizing proactive outreach. Below, 20 Forbes Finance Council members share some key ways financial teams can build deeper trust and loyalty with their clients.
1. Listen And Confirm You Understand
The best way to learn to communicate better with clients is to listen to what they want and confirm you understand exactly what you are solving for. Though it may seem simple, solving actual client problems with measurable solutions is a surefire way to strengthen business relations and ensure relationship longevity that will drive success and relevancy in an increasingly competitive environment. – JB Orecchia, SavvyMoney
2. Maintain Open Lines Of Communication
Keeping an open line of communication with clients is the foundation of a trustworthy and transparent relationship. Not only does this encourage clients to communicate more, but it also gives an important background for financial teams to personalize offerings and share resources in times of need. Clients are happier and feel valued as customers, which leads to longer-standing business relationships. – Jenn Flynn, Small Business Bank at Capital One
3. Simplify Complex Concepts
Teams can improve client communication by simplifying complex concepts, actively listening to client needs and providing transparent, data-driven insights. Regular check-ins, personalized financial strategies and leveraging technology for real-time updates can help build trust. Strong relationships grow when teams educate clients, set clear expectations and maintain solution-focused communication. – Greg Welborn, First Financial Consulting
4. Think Beyond Transactions
Financial teams should think beyond transactions—make communication personal, not just professional. Swap generic updates for tailored insights, turn reports into real conversations and use storytelling to simplify complexity. Clients value those who listen, anticipate needs and provide solutions before they ask. Strong relationships grow from trust, engagement and a human touch. – Appio Fragoletti, Lexington Capital Holdings
5. Communicate Proactively
Financial teams should communicate proactively, not just when issues arise. Thank clients for payments and have the service team check in regularly to ensure satisfaction. This builds trust, making finance-related discussions smoother when needed. Strong relationships prevent misunderstandings and strengthen business ties, ensuring clients feel valued beyond transactions. – Nike Ajao, OneBarrow Corp.
Forbes Finance Council is an invitation-only organization for executives in successful accounting, financial planning and wealth management firms. Do I qualify?
6. Act Like A Coach
Financial teams should think like coaches, not just advisors. Instead of just delivering data, guide clients through decisions with clarity and confidence. Ditch the technical talk, ask better questions and make conversations engaging, not transactional. The goal isn’t just to inform—it’s to empower. When clients feel understood and supported, trust and long-term relationships naturally follow. – Corey Digi, Lexington Capital Holdings
7. Focus On The Client’s Thought Process
When dealing with clients, the focus should be on their thought processes. Clients often experience ambivalence, which we need to address through effective listening. By truly listening, we can understand their concerns, preferences and preferred communication format. This helps clients feel understood and allows us to navigate towards favorable outcomes, strengthening business relations. – Brian Lasher, Euclid Harding LLC
8. Meet Clients Where They Are
Financial teams can communicate better with clients by meeting them where they are in terms of sophistication. Clients want financial conversations that satisfy their practical and intellectual needs. Some clients are interested in the yield curve, while others want to understand why their bonds are impacted by changes in interest rates. True pros can dial the dialogue up or down for each client. – Joseph Myer, Courser Capital Management, LLC
9. Focus On Fostering Collaborative Dialogues
The most effective finance teams don’t just communicate decisions—they communicate understanding. By focusing first on grasping stakeholders’ objectives, we transform financial conversations from binary yes-no responses into collaborative problem-solving dialogues. – Sunayana Gutta, Reddit
10. Be Flexible
Better communication with clients requires flexibility—communicate with your client where and when it’s convenient for them, not you. Clients want to be heard first. Any response or solution should be tailored for that client, conveying your genuine desire to assist. – Gale Simons-Poole, BHG Financial
11. Demonstrate Knowledge And Expertise
Finance teams know the ins and outs of a client’s business—from key KPIs to the number of transactions matched. They can demonstrate this knowledge and expertise at quarterly business reviews, providing data-driven insights, clear reporting and benchmarking that help position them as strategic advisors. Regular feedback fosters trust and long-term value for both the client and the business. – Omar Choucair, Trintech
12. Align Solutions With Client Success
Strong client relationships are built on transparency, empathy and adaptability. At my company, we go beyond traditional reporting by truly understanding clients’ goals and aligning our solutions with their vision. This personalized approach fosters trust, strengthens collaboration and turns clients into long-term partners driving mutual success. – Aurele Gouy, Unibail-Rodamco-Westfield
13. Adopt Consistent Frameworks And Targets
Finance teams can strengthen communication with clients by adopting consistent frameworks and targets, and using those to present a clear picture of business performance. It’s also important for finance teams to constantly pressure test financial projections with business realities and build faith in the financial forecast and targets. – Abhishek Nanda, Revalize
14. Prioritize Empathy And Clarity
Great financial advice means nothing if clients don’t understand it. Financial teams can build stronger relationships by prioritizing clarity, empathy and proactive communication. Simplify complex concepts, actively listen and provide transparent updates. Using data-driven insights and personalized strategies fosters trust and engagement. – Terry Chen, Modulate Inc.
15. Have An Introductory Conversation
A conversation is worth a thousand questionnaires. In an industry driven by efficiency, some may lose sight of what may be lost in the drive to hit key performance indicators. We must have an introductory conversation with new clients rather than send new or existing clients a financial planning questionnaire or goal sheet. There are so many nuances that are not captured in the questionnaire data. – Gregory Fortier, Centinel Financial Group
16. Remember That Each Client IS Different
Teams need to remember that each client is different. Some like calls, others like meetings. Some like research papers, others like simple graphs. Some want emails, others prefer to text. Some like online statements, others like paper. The best practice is to learn what each client prefers and deliver tailored service to them. Give each client the personal touch they need. – Aviva Pinto, Wealthspire Advisors
17. Share The Stories Behind The Numbers
Go beyond just presenting numbers. Share the story behind them, their significance and how the data shared connect to the client’s goals. Use clear, relatable language, personalize the insights and structure the information with a clear flow, which makes the data more engaging and easier to understand. This approach fosters trust, strengthens connections and encourages more meaningful business conversations. – Andrew Collis, Moneypenny
18. Respond Quickly And Avoid Industry Lingo
Professionals are no longer chosen for access to information. The internet has made information abundant to everyone. Attorneys and financial teams are hired because of their ability to communicate that information. Fast responses and avoiding industry lingo help to build trust with clients. – Blake Harris, Blake Harris Law
19. Incorporate Transparency At Every Step
The new generation of investors are very self-directed and hands-on, unlike their parents and grandparents. To better serve these clients, financial professionals should meet them where they are and incorporate transparency at every step of their journey. It may involve learning new roles—such as that of a coach or copilot who’s there to guide and recommend, not direct or run things. – Miguel Kudry, L1.co
20. Prioritize Regular Engagement
Better communication comes down to consistency. Regular check-ins with clients go beyond just fulfilling a task—they offer an opportunity to understand their shifting needs and provide effective solutions. When financial teams prioritize engagement, they create a partnership that exceeds transactions and demonstrates a commitment to their clients’ long-term growth. – Xan Myburgh, Backd Business Funding
The information provided here is not investment, tax, or financial advice. You should consult with a licensed professional for advice concerning your specific situation.
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