Latest / Advisory Secrets with Deb Halliday / Building Lasting Client Relationships Through Trust and Understanding

Transcript

Building Lasting Client Relationships Through Trust and Understanding · Advisory Secrets with Deb Halliday

• 0:00
  Foreign.
• 0:09
  Welcome
• 0:10
  to
• 0:10
  Advisory
• 0:11
  Secrets
• 0:11
  with
• 0:12
  Deb
• 0:12
  Halladay,
• 0:13
  the
• 0:13
  podcast
• 0:13
  for
• 0:14
  accountants
• 0:14
  and
• 0:14
  bookkeepers
• 0:15
  who
• 0:15
  are
• 0:16
  ready
• 0:16
  to
• 0:16
  move
• 0:16
  beyond
• 0:17
  compliance
• 0:17
  work
• 0:18
  and
• 0:18
  step
• 0:19
  confidently
• 0:19
  into
• 0:20
  advisory.
• 0:21
  If
• 0:21
  you
• 0:22
  ever
• 0:22
  felt
• 0:22
  there
• 0:22
  must
• 0:23
  be
• 0:23
  more
• 0:23
  to
• 0:23
  your
• 0:23
  role
• 0:24
  than
• 0:24
  year
• 0:24
  end
• 0:25
  accounts,
• 0:25
  tax
• 0:25
  returns
• 0:26
  and
• 0:26
  deadlines,
• 0:27
  you're
• 0:28
  right.
• 0:28
  In
• 0:29
  this
• 0:29
  podcast,
• 0:30
  I'll
• 0:30
  share
• 0:30
  the
• 0:31
  strategies,
• 0:32
  insights
• 0:33
  and
• 0:33
  real
• 0:33
  world
• 0:34
  lessons
• 0:34
  that
• 0:35
  help
• 0:36
  accounting
• 0:37
  professionals
• 0:38
  transition
• 0:39
  from
• 0:39
  technician
• 0:40
  to
• 0:40
  trusted
• 0:41
  advisor.
• 0:42
  We'll
• 0:42
  explore
• 0:42
  how
• 0:42
  to
• 0:43
  lead
• 0:43
  better
• 0:43
  financial
• 0:44
  conversations
• 0:44
  and
• 0:44
  deliver
• 0:45
  real
• 0:45
  value
• 0:46
  to
• 0:46
  clients.
• 0:46
  I'm
• 0:47
  Deb
• 0:47
  Halliday,
• 0:48
  author
• 0:48
  and
• 0:48
  creator
• 0:49
  of
• 0:49
  training
• 0:49
  programs
• 0:50
  for
• 0:50
  accounting
• 0:51
  professionals,
• 0:51
  and
• 0:52
  this
• 0:52
  is
• 0:52
  Advisory
• 0:52
  Secrets.
• 0:53
  Foreign.
• 0:59
  Welcome
• 0:59
  back
• 1:00
  to
• 1:00
  Advisory
• 1:00
  Secrets
• 1:01
  with
• 1:01
  Deb
• 1:01
  Halliday.
• 1:02
  That's
• 1:02
  me.
• 1:03
  Trust
• 1:03
  is
• 1:03
  the
• 1:04
  foundation
• 1:04
  of
• 1:04
  every
• 1:05
  advisory
• 1:05
  relationship.
• 1:06
  Without
• 1:07
  it,
• 1:07
  even
• 1:08
  the
• 1:08
  best
• 1:08
  advice
• 1:09
  will
• 1:09
  not
• 1:09
  land.
• 1:10
  You
• 1:11
  can
• 1:11
  have
• 1:11
  the
• 1:11
  right
• 1:11
  insight,
• 1:12
  the
• 1:12
  right
• 1:12
  numbers
• 1:13
  and
• 1:13
  the
• 1:13
  right
• 1:13
  recommendations.
• 1:14
  But
• 1:15
  if
• 1:15
  trust
• 1:15
  is
• 1:16
  not
• 1:16
  there,
• 1:16
  it
• 1:17
  will
• 1:17
  not
• 1:17
  be
• 1:17
  acted
• 1:18
  on.
• 1:18
  And
• 1:19
  that
• 1:19
  is
• 1:19
  something
• 1:19
  many
• 1:20
  professionals
• 1:20
  overlooked.
• 1:21
  Because
• 1:21
  trust
• 1:22
  is
• 1:22
  not
• 1:22
  built
• 1:22
  in
• 1:23
  a
• 1:23
  single
• 1:23
  conversation.
• 1:24
  It
• 1:24
  is
• 1:24
  not
• 1:24
  created
• 1:25
  by
• 1:25
  one
• 1:25
  good
• 1:26
  meeting
• 1:26
  or
• 1:26
  one
• 1:27
  piece
• 1:27
  of
• 1:27
  advice.
• 1:27
  It
• 1:28
  is
• 1:28
  built
• 1:28
  gradually,
• 1:29
  over
• 1:29
  time,
• 1:30
  through
• 1:30
  consistency,
• 1:31
  through
• 1:32
  reliability,
• 1:33
  and
• 1:33
  through
• 1:33
  the
• 1:33
  way
• 1:33
  we
• 1:34
  show
• 1:34
  up
• 1:34
  again
• 1:34
  and
• 1:35
  again.
• 1:35
  Clients
• 1:36
  trust
• 1:36
  advisors
• 1:37
  who
• 1:37
  feel
• 1:38
  steady,
• 1:39
  who
• 1:39
  do
• 1:41
  what
• 1:41
  they
• 1:41
  say
• 1:42
  they
• 1:42
  will
• 1:42
  do,
• 1:44
  who
• 1:44
  communicate
• 1:45
  clearly,
• 1:45
  who
• 1:45
  create
• 1:46
  a
• 1:46
  sense
• 1:46
  of
• 1:46
  calm
• 1:47
  even
• 1:48
  when
• 1:48
  the
• 1:48
  business
• 1:48
  feels
• 1:49
  uncertain.
• 1:49
  Because
• 1:50
  in
• 1:50
  many
• 1:50
  cases,
• 1:51
  clients
• 1:51
  are
• 1:51
  not
• 1:51
  just
• 1:52
  looking
• 1:52
  for
• 1:52
  answers,
• 1:53
  they
• 1:53
  are
• 1:53
  looking
• 1:54
  for
• 1:54
  reassurance.
• 1:56
  They
• 1:56
  want
• 1:56
  to
• 1:57
  feel
• 1:58
  that
• 1:58
  someone
• 1:58
  understands
• 1:59
  what
• 1:59
  is
• 1:59
  happening
• 2:00
  in
• 2:00
  their
• 2:01
  business
• 2:01
  and
• 2:02
  that
• 2:02
  they
• 2:02
  are
• 2:02
  not
• 2:03
  navigating
• 2:03
  it
• 2:04
  alone.
• 2:05
  Trust
• 2:05
  also
• 2:06
  comes
• 2:06
  from
• 2:07
  demonstrating
• 2:08
  that
• 2:08
  you
• 2:08
  understand
• 2:09
  more
• 2:09
  than
• 2:09
  just
• 2:10
  the
• 2:10
  numbers,
• 2:10
  that
• 2:11
  you
• 2:11
  understand
• 2:11
  the
• 2:12
  business
• 2:12
  behind
• 2:13
  them,
• 2:14
  the
• 2:14
  pressures
• 2:15
  the
• 2:15
  owner
• 2:15
  is
• 2:15
  under,
• 2:16
  the
• 2:16
  decisions
• 2:17
  they
• 2:17
  are
• 2:17
  trying
• 2:17
  to
• 2:18
  make,
• 2:19
  the
• 2:19
  risks
• 2:19
  they
• 2:19
  are
• 2:20
  carrying.
• 2:20
  When
• 2:21
  clients
• 2:21
  feel
• 2:21
  understood
• 2:22
  at
• 2:22
  that
• 2:23
  level,
• 2:24
  the
• 2:24
  relationship
• 2:26
  deepens
• 2:27
  because
• 2:27
  they
• 2:28
  are
• 2:28
  no
• 2:28
  longer
• 2:28
  just
• 2:28
  sharing
• 2:29
  data,
• 2:30
  they
• 2:30
  are
• 2:30
  sharing
• 2:30
  context.
• 2:31
  And
• 2:31
  that
• 2:32
  is
• 2:32
  where
• 2:32
  advisory
• 2:33
  becomes
• 2:33
  far
• 2:34
  more
• 2:34
  meaningful.
• 2:35
  Honesty
• 2:35
  is
• 2:36
  another
• 2:36
  key
• 2:36
  part
• 2:37
  of
• 2:37
  trust.
• 2:38
  But
• 2:38
  honesty
• 2:39
  and
• 2:39
  advisory
• 2:39
  is
• 2:40
  not
• 2:40
  about
• 2:40
  being
• 2:40
  blunt
• 2:41
  or
• 2:41
  or
• 2:41
  overly
• 2:42
  direct.
• 2:43
  It
• 2:43
  is
• 2:43
  about
• 2:43
  being
• 2:44
  thoughtful.
• 2:45
  It
• 2:45
  is
• 2:45
  about
• 2:45
  saying
• 2:46
  what
• 2:46
  needs
• 2:47
  to
• 2:47
  be
• 2:47
  said
• 2:48
  in
• 2:48
  a
• 2:48
  way
• 2:48
  that
• 2:48
  the
• 2:48
  client
• 2:49
  can
• 2:49
  hear.
• 2:50
  Sometimes
• 2:50
  that
• 2:51
  means
• 2:51
  challenging
• 2:51
  a
• 2:52
  decision.
• 2:52
  Sometimes
• 2:53
  it
• 2:53
  means
• 2:53
  pointing
• 2:53
  out
• 2:53
  a
• 2:54
  risk.
• 2:54
  Sometimes
• 2:55
  it
• 2:55
  means
• 2:55
  slowing
• 2:56
  things
• 2:56
  down
• 2:56
  when
• 2:56
  a
• 2:57
  client
• 2:57
  is
• 2:57
  moving
• 2:57
  too
• 2:57
  quickly.
• 2:58
  But
• 2:58
  always
• 2:59
  it
• 2:59
  is
• 2:59
  done
• 2:59
  with
• 3:00
  care,
• 3:01
  with
• 3:01
  respect,
• 3:02
  and
• 3:03
  with
• 3:03
  the
• 3:03
  intention
• 3:04
  of
• 3:05
  supporting
• 3:05
  better
• 3:05
  outcomes.
• 3:06
  Trust
• 3:07
  is
• 3:07
  also
• 3:07
  built
• 3:08
  in
• 3:08
  the
• 3:08
  small
• 3:09
  moments,
• 3:10
  the
• 3:10
  things
• 3:10
  that
• 3:10
  may
• 3:10
  seem
• 3:11
  insignificant
• 3:11
  at
• 3:12
  the
• 3:12
  time,
• 3:13
  responding
• 3:13
  when
• 3:13
  you
• 3:14
  say
• 3:14
  you
• 3:14
  will,
• 3:14
  turning
• 3:15
  up
• 3:15
  prepared,
• 3:15
  following
• 3:16
  through
• 3:16
  on
• 3:16
  actions,
• 3:17
  remembering
• 3:18
  what
• 3:18
  matters
• 3:19
  to
• 3:19
  the
• 3:19
  client,
• 3:20
  not
• 3:20
  just
• 3:20
  in
• 3:20
  their
• 3:21
  business
• 3:21
  but
• 3:21
  in
• 3:21
  their
• 3:22
  wider
• 3:22
  life.
• 3:24
  These
• 3:24
  moments
• 3:25
  build
• 3:25
  confidence.
• 3:26
  They
• 3:26
  show
• 3:26
  that
• 3:27
  you
• 3:27
  are
• 3:27
  paying
• 3:27
  attention,
• 3:28
  that
• 3:28
  you
• 3:28
  are
• 3:29
  invested
• 3:29
  and
• 3:30
  over
• 3:30
  time,
• 3:31
  they
• 3:31
  create
• 3:32
  a
• 3:32
  sense
• 3:32
  of
• 3:32
  reliability
• 3:34
  that
• 3:34
  clients
• 3:34
  come
• 3:35
  to
• 3:35
  depend
• 3:35
  on.
• 3:36
  As
• 3:36
  trust
• 3:37
  grows,
• 3:37
  something
• 3:37
  important
• 3:38
  begins
• 3:38
  to
• 3:39
  change.
• 3:39
  Clients
• 3:40
  become
• 3:40
  more
• 3:40
  open,
• 3:41
  they
• 3:41
  share
• 3:41
  more
• 3:42
  information.
• 3:42
  They
• 3:43
  talk
• 3:43
  about
• 3:43
  the
• 3:43
  things
• 3:44
  they
• 3:44
  may
• 3:44
  have
• 3:44
  held
• 3:45
  back
• 3:45
  before
• 3:46
  concerns,
• 3:47
  uncertainty,
• 3:48
  plans
• 3:48
  that
• 3:48
  are
• 3:49
  not
• 3:49
  fully
• 3:49
  formed
• 3:50
  yet.
• 3:52
  And
• 3:52
  this
• 3:52
  is
• 3:52
  where
• 3:53
  advisory
• 3:54
  becomes
• 3:54
  more
• 3:54
  effective.
• 3:56
  Because
• 3:56
  you
• 3:56
  are
• 3:56
  no
• 3:57
  longer
• 3:57
  working
• 3:57
  with
• 3:57
  partial
• 3:58
  information,
• 3:59
  you
• 3:59
  are
• 3:59
  working
• 3:59
  with
• 4:00
  the
• 4:00
  full
• 4:00
  picture.
• 4:01
  You
• 4:01
  can
• 4:02
  see
• 4:02
  what
• 4:02
  is
• 4:02
  really
• 4:03
  happening,
• 4:04
  you
• 4:04
  can
• 4:04
  understand
• 4:04
  the
• 4:05
  decisions
• 4:05
  that
• 4:05
  need
• 4:06
  to
• 4:06
  be
• 4:06
  made
• 4:07
  and
• 4:07
  your
• 4:07
  advice
• 4:08
  becomes
• 4:08
  more
• 4:08
  relevant,
• 4:09
  more
• 4:10
  targeted
• 4:10
  and
• 4:11
  more
• 4:11
  impactful.
• 4:12
  Trust
• 4:13
  does
• 4:13
  not
• 4:13
  speed
• 4:14
  things
• 4:14
  up,
• 4:14
  but
• 4:14
  it
• 4:15
  improves
• 4:15
  everything.
• 4:16
  It
• 4:16
  strengthens
• 4:17
  the
• 4:17
  relationship,
• 4:18
  it
• 4:18
  deepens
• 4:19
  the
• 4:19
  conversation,
• 4:20
  and
• 4:20
  it
• 4:20
  allows
• 4:21
  you
• 4:21
  to
• 4:21
  do
• 4:21
  your
• 4:21
  best
• 4:21
  work
• 4:22
  as
• 4:23
  an
• 4:23
  advisor.
• 4:24
  And
• 4:24
  over
• 4:24
  time,
• 4:25
  it
• 4:25
  is
• 4:26
  trust
• 4:26
  that
• 4:26
  turns
• 4:27
  a
• 4:27
  client
• 4:28
  relationship
• 4:29
  into
• 4:30
  a
• 4:30
  long
• 4:31
  term
• 4:31
  partnership.
• 4:33
  Next
• 4:33
  time
• 4:33
  I'll
• 4:33
  talk
• 4:33
  about
• 4:34
  seeing
• 4:34
  the
• 4:34
  business
• 4:34
  behind
• 4:35
  the
• 4:35
  numbers.
• 4:45
  Thank
• 4:46
  you
• 4:46
  for
• 4:46
  listening
• 4:46
  to
• 4:47
  Advisory
• 4:47
  Secrets
• 4:48
  with
• 4:48
  Deb
• 4:48
  Halliday.
• 4:49
  If
• 4:49
  you
• 4:50
  enjoyed
• 4:50
  this
• 4:50
  episode,
• 4:51
  make
• 4:51
  sure
• 4:51
  you
• 4:51
  follow
• 4:52
  the
• 4:52
  podcast
• 4:53
  so
• 4:53
  you
• 4:53
  don't
• 4:53
  miss
• 4:54
  future
• 4:54
  insights
• 4:56
  on
• 4:56
  building
• 4:56
  your
• 4:56
  advisory
• 4:57
  role.
• 4:58
  For
• 4:58
  more
• 4:58
  resources,
• 4:59
  training
• 4:59
  and
• 5:00
  support
• 5:01
  for
• 5:01
  accounting
• 5:02
  professionals
• 5:02
  stepping
• 5:03
  into
• 5:03
  advisory,
• 5:04
  visit
• 5:04
  debhalladay.co.uk
• 5:08
  or
• 5:09
  the
• 5:09
  accountsoffice.co.uk
• 5:13
  until
• 5:13
  next
• 5:14
  time.
• 5:14
  Keep
• 5:14
  building
• 5:14
  a
• 5:14
  practice
• 5:15
  that
• 5:15
  creates
• 5:15
  real
• 5:15
  value
• 5:16
  for
• 5:16
  your
• 5:16
  clients
• 5:17
  and
• 5:17
  the
• 5:17
  lifestyle
• 5:17
  you
• 5:18
  want.