INTERVIEW GUIDE

What to expect when you converse with me?

One of my aims is to ensure that my clients are more financially capable and literate after dealing with me. My interview technique for financial planning clients has therefore been influenced by the comments of an executive coach, as such coaching is all about supporting a person and helping them to identify and achieve their goals, and I try to incorporate all of the positive aspects of this into my work.

When I open an interview I try to start where the client is and follow their lead. I might usually start with an open question, eg, "What would you like to discuss today?" and then follow this with further open questions, eg what? where? who? how? how much? how long? I will follow their interest and try to avoid focusing on the systematic form-filling which can so often get in the way (hence the request for client questionnaires to be completed prior to the interview).

I always try to show unconditional positive regard to my clients who are entitled to make their own life choices - it is not for me to judge them. I try to accept whatever my clients say in a positive manner and will make appreciative comments when they are doing things well.

I accept that more often than not, my clients can only do what they are ready to do. If other things need doing, then I will provide support or identify other areas of support that clients can rely on to get things done.

Sometimes my clients are uncomfortable about certain things. Discomfort in its own right is a very useful marker to identify existing or potential problems. However, if there is strong resistance, I will not push clients where they do not want to go, and instead look for other ways of opening up and dealing with the issue. Financial planning is not meant to be traumatic. Sometimes, the solution can be achieved simply by tackling the problem in small bite-sized chunks, other times by gaining an entirely different sense of perspective. A useful measure of the success of financial planning is the degree to which it reduces such discomfort.

I try to look for things in what my clients say that will help them to move forwards. Things I will be thinking might include: "what is there that is positive that can be built on?" or "what is the missing piece of the jigsaw?" or "what is getting in the way?" or "what are they not saying?"

It is important to recognise where responsibilities lie. First and foremost it is the responsibility of my clients to sort out their finances. However, they can do so with my support, and the degree of support they need from me will depend upon their financial literacy. Where clients are able, they should be willing to do things for themselves, such as opening a bank account. Where I am better placed to do things, I will be happy to deal with matters with a satisfactory level of client input.

Finally, my behaviour is always genuine. What you will never get from me is smarm or insincerity.

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