For example, calling out your choice of visual background and the reason (for example, fake, real, busy, bland etc), or the ‘chance of interruption’ as an ice breaker (for example, the fact that you could be interrupted by a delivery, kids, pets or internet stability) can all help build connection by sharing similar experiences. 

If you are using headphones, explain why, such as reassuring them that no one else can hear the conversation, or if not again explain why, for example trying to make the meeting as ‘in person’ as possible while keeping things confidential.

Also, make sure the client sees you on ‘speaker’ view, helping them connect as you are filling much more of the screen than a shared / gallery view – this helps them and the adviser pick up the nuances of expression and emotional feedback better than shared screen views.

These simple techniques can help make sure that hybrid advice will continue to work over the long-term and not only for existing clients but also new ones.

The C Word

While Covid will hopefully become a thing of the past in the not too distant future, we must remember it has changed a lot about who we are as humans. 

Some people are going to be eager to get back to their normal ways, while others are going to be a lot more cautious now.

Taking these into account is going to be part of the role advisers now undertake, ensuring their clients feel comfortable and confident when visiting the office or inviting an adviser into their home.

This is where pre-meeting packs can be so vital. Outlining the precautions you and your firm are taking to create a safe environment will once again reinforce the trust between the adviser and client. 

Furthermore, this pre-meeting pack can simply be used over and over again. It brings a sense of longevity and can be added to or amended after every meeting with a client. 

Ultimately, these are not just skills and techniques for new financial advisers. They can be of great help to experienced ones too and can be a way of trying something new with clients without rocking the boat too much.

However, if you start out as you mean to go on with these skills then you will soon see the difference it makes for clients. This will consequently build trust between the two of you and allow what is a burgeoning, but hopefully long-term, relationship to succeed. 

Julian Hince is head of Quilter Financial Adviser School