Advisors can build trust with regular client contact

Financial advisors can weaken client trust when they go silent between formal reviews, according to Tim Riddle, founder and CEO of Discover Blind Spots. He recommends meaningful client contact at least once a month, using different formats and a conversational tone.

Many advisors meet clients once or twice a year, send occasional market updates and respond when clients reach out. During the gaps, advisors may review portfolios, prepare financial plans and coordinate with attorneys and accountants. Clients may not see that work.

Riddle says clients often judge the relationship by the communication they receive. When weeks or months pass without contact, they may question whether their finances remain on track, whether the advisor would alert them to a problem and whether the advisor understands their current priorities.

He describes the effect as a “silence tax” that can lead to second-guessing, concern and lower confidence. Riddle links extended gaps in communication to clients leaving an advisory relationship, even when the advisor continues working on their behalf.

Riddle recommends a communication schedule that includes at least one meaningful contact each month. A possible approach is a personal conversation each quarter, an educational message each month, updates during periods of market uncertainty and occasional notes related to a client’s life.

He also recommends using more than email. A short personalized video can create a stronger sense of presence, while a phone call can communicate care. A concise email can provide information, and a handwritten note or educational article can serve other communication needs.

Riddle recommends a conversational tone for some messages instead of language that sounds formal or institutional. He says a simple note can make the exchange feel more personal and help clients connect with the individual advisor.

Regular communication may reduce anxious calls and misunderstandings, Riddle says. It can also help clients arrive at review meetings with more information and clearer questions. The intended message, he says, is: “I am here. I am paying attention. And I have not forgotten what matters to you.”