Episode 69: Exceeding Client Expectations During Pandemic

"In this Advisor PACT™ Monthly Session, Mark McKenna Little tackles three advisor-submitted questions centered on client behavior, leadership, and communication during times of uncertainty—particularly amid the coronavirus crisis. He begins by addressing how to handle non-financial delegator behavior, explaining that advisors earn the right to confront it by clearly defining their Ideal Client Profile™ and only working with clients who are true financial delegators. Mark teaches advisors how to coach clients exhibiting fear-driven or second-guessing behavior, encouraging permission-based conversations that restore trust and reinforce leadership. Next, he focuses on managing client expectations during economic volatility, reintroducing The Implementation Meeting™ as the best time to set ground rules and clarify roles. Advisors are reminded that clients’ greatest need during crises is optimism backed by realism. Finally, Mark critiques referral-driven email signatures, arguing that true professionals generate Unsolicited Client Referrals™ through extraordinary service—not sales tactics. The session closes with a powerful message: during uncertain times, clients borrow confidence and optimism from their advisor—making steadfast leadership the advisor’s greatest value."