5 Communication Hacks to Navigate Difficult Financial Clients
In this episode of Direct Line, Matthew Look, President at Techmode, tackles a challenge every finance professional faces—handling sensitive client conversations. From frustrated clients to high-stakes discussions, Matthew shares a step-by-step approach to turning tense interactions into productive outcomes. His method focuses on listening, clear problem identification, and committing to timely resolutions.
Beyond managing difficult clients, the conversation explores the financial industry’s shifting communication landscape. With clients spanning multiple generations, businesses must adapt to different communication preferences—some want phone calls, others prefer texts or emails. Matthew explains why understanding these nuances is critical for building trust and long-term relationships.
The episode wraps with insights on proactive client communication, especially in uncertain financial times. Market downturns spark a flood of client concerns, and how businesses respond can make or break customer loyalty. Matthew shares strategies for staying ahead, offering transparency, and reinforcing trust through strong, consistent communication.
Key Insights
Handling Difficult Clients: Listen, Acknowledge, and Act
Difficult clients are unavoidable in finance, but how a business handles them determines success. Matthew Look emphasizes the importance of listening first—clients often rehearse their frustrations before even reaching out. Interrupting or dismissing their concerns only escalates tensions. Instead, he recommends acknowledging their concerns, breaking issues into clear problems, and addressing them systematically. Taking ownership—whether or not the issue was the company’s fault—helps rebuild trust and strengthen relationships. Finally, he stresses the importance of setting a resolution timeline and sticking to it. A missed deadline can undo all previous efforts, making reliability a cornerstone of client trust.
Bridging the Communication Gap Across Generations
Not all clients communicate the same way. Some prefer phone calls; others will never pick up. Matthew explains how businesses must tailor their approach based on generational preferences. Older clients often expect direct calls, while younger ones lean toward text and email. Misaligning these preferences can create unnecessary friction, leading to lost clients. He advises finance professionals to establish communication preferences early and use that as a foundation for stronger, long-term relationships. The key is consistency—clients should feel heard in a way that suits them, rather than being forced into a one-size-fits-all approach.
Proactive Communication Is Key During Market Uncertainty
Market downturns bring uncertainty, and uncertainty leads to client panic. Instead of waiting for clients to reach out with concerns, Matthew suggests a proactive approach. Sending timely updates via email, SMS, or webinars can help calm fears before they escalate. Self-service tools and AI-driven chatbots can also reduce the strain on financial teams by providing immediate, accessible answers. When clients do call, businesses must be ready with clear, empathetic communication. How a company handles these high-stakes moments determines long-term customer loyalty. The more transparent and reassuring the response, the more trust they build.