Responding With Empathy When Clients Call About "Scary" Markets: Kitces & Carl Ep 17

Kitces and Carl - Real Talk for Real Financial Advisors · Sep 26, 2019 · 27m

In our 17th episode of Kitces & Carl, Michael Kitces and financial advisor communication expert Carl Richards talk about the importance (and challenges) of responding with empathy to clients who are upset or afraid. Because even though research in behavioral finance has helped us better understand the natural human proclivity to make irrational decisions, especially in times of stress and fear, the objectivity with which these paradigms have been created has perhaps unwittingly made it too easy for advisors to judge their clients for their impulsiveness, and subsequently become dismissive of…