Happy clients during good times can turn panicky, or even angry in bad times. Read on for how to adapt to client mood in two minutes. For a deeper dive, download the full article.
Jekyll & Hyde?
Most professionals have faced a client acting out of character. Though uncomfortable, this is entirely to be expected. People change their attitude and behavior based on the circumstances. Anyone who has taken a behavioral style assessment knows this well. That said, it’s not easy to be on the receiving end of an unpleasant shift. Understanding and adapting quickly to a client’s money style is a powerful tool to ease your discomfort, and keep the client happy.
CASH = Client Money Style
Like there are four behavioral styles, there are four money styles. Each one is driven by different interests:
Confident: Control, results, and speed are the top priorities of the Confident money style.
Analytical: Quality, accuracy and detailed analysis are most important to the Analytical money style.
Social: Optimism, vision and positive relationships are essential to the Social money style.
Harmonious: Peace, stability and mutual collaboration are the top needs of the Harmonious money style.
CASH in 2 Minutes
Most people have two money styles. People easily flip to their alternate money style, as circumstances change. Since the style needs are so different, their behavior can change dramatically. When I teach workshops, I teach an easy two-minute method for reading money style. Here it is:
1: Notice how fast the client is talking.
2: Notice what the client is talking about.
Answers to these two questions will reveal the client’s money style, in that moment.
Check the Speed
Let’s consider speed first:
Fast & Energetic: Confident and Sociable money styles are fast and expressive talkers. They’re energetic and lively. This can show up as effervescence or intensity. The common dominator is speed and energy.
Slow & Calm: Analytical and Harmonious money styles tend to be methodical, measured and low key. This may show up as reserved rationality or quiet diplomacy. The slower speed and lower intensity are the keys to notice.
Watch the Focus
Now on to the interests:
Down to Business: Confident and Analytical clients are both focused on the business.
Let’s Talk about People: Both the Sociable and Harmonious clients are focused on relationships, and people.
Put it All Together
Let’s put it all together. When you know the equation of each money style, you can easily read the client’s style in two minutes. Below is the answer key:
Confident = Fast & All about Results
Analytical = Calm & All about Details
Sociable= Fast & All about People
Harmonious = Calm & All about People
Adapt your speed and your focus to meet the interests of each money style.
For a Deeper Dive
This is a brief summary of what I teach in a full workshop, or address in one-on-one coaching. If these few words are enough, give yourself a gold medal!
If you’d like more, here are deeper dive opportunities:
Schedule a complementary call to discuss your specific clients.
Reach out to learn how to apply behavioral style to both clients and team.
I wrote an article on client money style for Hartford Funds. Read the digital article or download the PDF