A client’s bill of rights: Being prepared to deliver what your customers want

I’ve had the pleasure of working as an adviser for over two decades and while I don’t feel that different, other than the undeniable evidence every time I look in the mirror, there is no doubt that what people really want from our industry — and the advisers who serve them — has really changed over that time.

As is often true, buyers progress more quickly than the market that serves them. I think that is the case for many advisory firms. While many clients have been looking for something different from their financial adviser, and forward-leaning advisers are evolving to meet their needs, many firms are staying with what has worked in the past. Many successful advisers are choosing to stay the same, not adjusting their services or the positioning of their firms to reflect the change in the marketplace and clients’ expectations. Truth is, we unwittingly deliver the service we think our clients want.

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