Identify pain points and improve your financial planning process

Feedback is happening all around you. It’s everywhere. Are you listening?



Sometimes I think we overcomplicate things.

We spend a bunch of time surveying our entire client base, instead of simply having a conversation with our 10 favourite clients.

We get caught up in Net Promoter Scores (NPS) and awards and accolades as a way of measuring how well we’re doing.

We (still) laud those businesses with big FUM or AUM or revenue numbers, instead of caring about the individual successes of our clients.

There’s nothing wrong with using the tools, the measures and the benchmarks that make sense for our business. But sometimes we miss the obvious. The small cues that tell us every day whether something is working, or not.


  • how frequently you receive referrals from clients and your broader network

  • how well your clients stick to their financial plans and achieve their goals

  • a groan of inconvenience or a chirpy response to a request for an annual review catch-up

  • how well your clients can explain their financial plan back to you, in their own words

  • a repeated, avoided question in a fact find

  • using social media to listen and interact, rather than just broadcast

  • interpreting and responding to the body language of a client

  • the questions or concerns you hear over and over (and over) again

It’s this…

Not-so-subtle client feedback on a risk profile questionnaire

Not-so-subtle client feedback on a risk profile questionnaire

You don’t need a client survey to take a step back and ask yourself if there’s something you can do to change what’s seen as an annoyance, into something useful.

The information is staring you in the face. It’s punching you in the gut. It’s kicking you in the shins.

Take the time to stop and listen. Look beyond the obvious. Ask intelligent questions. Have a theory about a solution. Try it. Get more feedback. Repeat.

Improve. Just a little bit, every week.

The information is there for the taking. It’s there whether you ask for it or not. To start, you just need to listen.