How to Turn Client Reviews Into Better Client Experiences

In episode 169 of Next Mile, host Kyle Van Pelt talks with Brendan Frazier, creator of The Ultimate Meeting Series and host of The Human Side of Money, about redesigning client review meetings. Frazier draws on behavioral finance, psychology and communication to describe a framework for meetings built around client needs, including three questions every review should answer: Do you understand me, how am I doing, and am I going to be okay. The conversation also covers starting relationships with the next generation before a wealth transfer and using AI to free up time for more personal conversations.

1. Traditional client review meetings often fall short of client expectations, and the episode discusses why.
2. Frazier frames reviews around three client questions: Do you understand me, how am I doing, and am I going to be okay.
3. Meetings should be designed around client needs rather than showcasing the firm's work.
4. Relationships with the next generation should begin long before an inheritance, and AI can support preparation and follow-up while leaving room for human conversation.