A Chartered Financial Planner has explained how she turned around a ‘really tough’ first meeting with unhappy clients who felt they had been neglected.

Tamsin Caine CFPTM Chartered MCSI said the couple in their 60s have actually become her longest clients – despite the tricky beginnings.

Ms Caine, also a Chartered Wealth Manager, works for Smart Financial in Altrincham.

She told Financial Planning Today digital magazine, for the latest issue’s Client Hunter feature, how it had occurred.

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She said: “My first meeting with my longest clients was really tough. They were unhappy with the firm I worked for. They felt that they had been neglected. He describes the meeting as me being sent into the lion’s den!

“Maybe facing up to the issues they had experienced and trying to put things right is the reason that they have stuck with me. I have always been up front and honest with them.”

These clients have followed her through a number of company moves.

Ms Caine said: “They have plenty of money but live a frugal life. I have always struggled to help them to understand that they have enough, that they will not run out of money. Moving to Smart, using the Lifestyle Financial Planning model, I have been able to demonstrate that they have more than enough.

“This has enabled them to relax and enjoy spending a bit more on treats. We joke about me sending the lady to the shops around the corner from the office and telling her to spend money.”

So what does she believe is the key to long term relationships with clients?

She said: “Trust, honesty, always doing what you say you will do. Those things are important. I try to understand what makes clients tick.”

Read more tips and experiences from Tamsin Caine by reading the full article in the new Financial Planning Today digital magazine here.

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