The Key to Better Client Communication

Never Stop Improving...

A few months ago, I was leading a client communication training workshop when, during the first break, an older leader—let’s call him Tom—walked up to me. He looked me straight in the eye and said:

"Just so you know, I don't want to be here. I mean, you're great and all, but we were forced to be here. I've been doing just fine for the last 30 years! I make a good living, and I think the way I communicate is good enough."

I loved it! I’ve been speaking in front of audiences since 1998. I’ve spoken in every type of venue, for every type of crowd, and in every kind of crazy circumstance. His words didn’t offend me. You know why? Because I already knew he ‘wasn’t there’. Us speakers have this sixth sense about who is actually engaged. So, I was already in the know and was focusing some of my energy on him knowing he ‘wasn’t there.’

But then, something changed.

"Then you started talking about listening skills… and all I could hear was my wife’s voice saying, ‘You don’t listen. You’re not listening. Are you listening to me?’ She’s been telling me for 30 years that I’m not a good listener. Then you walked us through the research about financial advisors losing $80,000 a year due to ineffective communication skills, and all I could think was… what if my clients don’t think I listen to them?"

From that moment on, Tom was fully engaged. He listened. He raised his hand. He asked questions. He shared ideas. The transformation was incredible.

After 30 years of doing things the same way, Tom realized something: he could still improve. And once he recognized that, everything changed.

That’s what I want to challenge you with today. Never stop improving.

No matter how long you’ve been in business, no matter how many deals you’ve closed, and no matter how much revenue you generate each year, your communication can always get better. We as leaders are on a lifelong journey to continually improve our communication skills. Every day, there is something we can tweak, recognize, and execute differently.

Especially when it comes to our client communication skills.

The world is changing and it’s morphing fast. What was effective thirty years ago may not even be a blip on your success radar today. Let’s be honest, what you did last year may not even be! That’s how fast technology has changed us.

The Biggest Communication Mistakes Professionals Make

Let’s be honest: client communication is the make-or-break factor for your business. When done well, it builds trust, creates stronger relationships, and leads to more referrals. But when done poorly, it can cost you clients, revenue, and even your reputation.

Here are four colossal mistakes financial advisors, insurance agents, and sales professionals make when it comes to client communication—and how to fix them.

Mistake #1: Infrequent Communication

A study by YCharts on advisor communication asked an essential question:

How important is regular communication to clients?

The answer? It’s everything.

Among the most critical factors clients consider when selecting a financial advisor, “customer service/communication” ranked second—higher than portfolio performance. The top-ranking factor was a deep understanding of the client and their goals, which is impossible without consistent communication.

Yet, according to the study, more than half of clients reported that they are contacted either infrequently or very infrequently.

The problem: Infrequent communication weakens trust and can hollow out client relationships.

If you don’t have a systematic process for staying in touch with your clients, you risk losing them—not because of poor performance, but because they don’t feel heard or valued.

Solution: Implement a structured communication plan—weekly check-ins, monthly updates, and annual deep-dive conversations. Make your clients feel like they’re your top priority, not just another account.

Source: Don Connelly – The Need for a Communication Strategy

Mistake #2: Using Too Much Technical Jargon

Have you ever had a conversation with someone who talked over your head?

Many professionals unintentionally do this with their clients by using overly technical language. They assume that industry terms like "asset allocation," "mortality credits," or "fiduciary risk" are common knowledge.

But for most clients? It’s like listening to a foreign language.

The problem: If clients don’t understand you, they won’t trust you. And if they don’t trust you, they won’t stay with you.

Solution:

• Simplify your language—explain concepts in plain terms.

• Use relatable analogies—connect complex ideas to everyday life.

• Ask for feedback—“Does this make sense?” or “Would you like me to explain that differently?”

The best communicators don’t try to sound smart; they make others feel smart.

Mistake #3: Not Adapting Communication for Different Generations

Your clients range from Baby Boomers to Gen Z. But do you communicate with each generation the same way?

The problem: Different generations have different communication preferences—and failing to recognize that can create disconnects.

Solution:

• Baby Boomers (1946–1964): Prefer in-person meetings & phone calls. They value relationship-building over quick transactions.

• Gen X (1965–1980): Appreciate emails & scheduled calls but want efficiency—get to the point.

• Millennials (1981–1996): Prefer texts, social media, and virtual meetings. They value transparency and authenticity.

• Gen Z (1997–Present): Expect fast responses and prefer short-form video content or chat-based communication.

By understanding how each generation prefers to communicate, you can create stronger, more effective client relationships.

Mistake #4: Rushing the Sale

You’ve got a great product. You know it can help your client. So naturally, you want to close the deal.

The problem: Rushing into a sale before truly understanding the client’s needs makes them feel like a transaction, not a relationship.

Solution: Slow down. Ask questions. Build trust. The best salespeople don’t “sell”—they listen, educate, and serve.

How to Continuously Improve Your Communication Skills

The good news? You don’t have to be perfect. You just have to be improving.

Here’s how:

Ask for Feedback (and Mean It)
Want to know how you can improve? Ask. Without being defensive. Without making excuses. Just listen, learn, and grow.

Work on One Communication Skill at a Time
Pick one thing to improve. Maybe you struggle with interrupting clients—so, in your next meeting, focus entirely on pausing and listening. Master that, then move on to the next improvement.

Learn from the Best
Consume books, podcasts, and YouTube content on great communication. Study the best leaders and how they engage with people.

The Final Challenge: Never Stop Improving

Let’s go back to Tom for a second.

What if he had realized sooner that his listening skills needed work? What if he had started improving years ago? How much more trust would he have built? How many more clients would have stayed with him?

The truth is, we don’t have to wait 30 years to improve.

Today is the day. Right now is the moment.

Because the moment we stop improving is the moment we start falling behind.

So, let’s commit to this together: Never stop improving.