‘Building Trust’ Panel Discussion - Money Marketing Interactive

As part of the panel discussing building trusted client relationships at Money Marketing Interactive in London in October, we explored the difference between rapport and trust, how to have confident and transparent conversations about fees and value, and what genuine, high-quality service that leads to referrals really looks like.

It was such a pleasure to take part. The final question was: what one tip would you give advisers wanting to build their emotional intelligence?

My answer was about intentionality.

We put soooooo much emphasis on technical skill in financial services - and of course, rightly so - but if we want to build trusted, allied, and connected relationships; soft skills and relational intelligence deserve our focus too.

One small practice I suggested was to keep notes on the relational as well as the technical - moments where you noticed connection, empathy, trust, or repair in a client conversation. Or perhaps moments where it seemed to wobble.

Over time, those reflections can become a powerful form of reflective practice, deepening both confidence and client relationships.