Build Communication Workflows That Strengthen Every Client Relationship

Clients expect more than good advice. They want communication that feels personal, consistent and aligned with their needs. For many advisory firms, communication is where client trust is earned or lost.

Nearly 90% of clients consider their advisor’s communication style and frequency when deciding whether to continue the relationship. That means even the best planning work can fall short if the communication behind it is inconsistent or impersonal.

The best advisors use structure to create meaningful and repeatable communication. Here’s how to understand your clients’ preferences and build stronger, more organized relationships across your firm.

Learn How Clients Want to Communicate

Every strong client relationship begins with understanding. Advisors who take time to learn how clients prefer to connect can create smoother and more natural interactions.

The first step is simple. Talk to clients about how they like to stay in touch, how often they want updates, and what feels most comfortable.

Some clients want to be closely involved in every step of the process and appreciate regular text or phone updates. Others prefer quarterly emails and a yearly meeting. The best approach is to record these preferences and share them with your team, so every interaction feels consistent and intentional.

Choose the Right Channel for the Right Conversation

There is no single right way to communicate. Different channels serve different purposes. Here are four of the most common ways advisors connect with clients and how to use each effectively.

1. Phone

Phone calls remain one of the most trusted forms of communication. One survey found that 45 percent of clients prefer phone calls over other methods. Calls make it easy to connect in real time without the need for a meeting or video call. They work best for check-ins, follow-ups ups and conversations after major life events.

2. In-Person or Virtual Meetings

In-person meetings were once the standard, but virtual meetings have become a popular option for convenience and accessibility. These meetings are valuable for relationship building and for discussing sensitive or complex topics.

3. Email

Email remains a top choice for communication. It is ideal for sharing documents, dashboards and recommendations. Advisors can also use email to summarize meeting notes and next steps while maintaining compliance.

4. Text

Texting may feel casual, but it can be effective for quick updates or reminders. All communication must comply with SEC and FINRA regulations, particularly when using texts to share information. That means advisors must use compliant platforms and archive their messages. Using a compliant platform ensures every interaction stays professional and secure.

Use What You Already Know

Not every client knows what they want when it comes to communication. Advisors can guide new relationships by relying on experience.

If your firm has learned that clients respond best to email updates, suggest that method. If virtual meetings help your team connect faster with clients in other regions, recommend that option.

Reviewing past communication records helps identify what frequency and timing produce the best results. Each data point tells a story about what works for your firm and what resonates most with clients.

Stay Agile and Adapt as Clients Change

Client communication preferences are not static. They evolve as life circumstances and financial goals change.

A client who once wanted infrequent updates may prefer more regular communication as they approach retirement. Another client may shift from email to in-person meetings when preparing for major life transitions.

Advisors who check in and adapt to these changes show they are paying attention to and care about their clients’ experiences.

Internally, agility helps your team too. When workflows are visible and shared across roles, every team member knows where a client stands and what needs to happen next. That level of clarity prevents missed follow-ups and keeps communication consistent across the firm.

Bring Structure and Personalization Together with Hubly

Personalized communication is easier when it is organized. Hubly helps advisory firms create clear, repeatable workflows so every client receives the attention they deserve.

Workflows make it easy to deliver consistent communication and accountability across your team. Firms that use Hubly see increases in capacity, faster onboarding and a stronger client experience at every stage.

Build workflows that keep communication personal, organized and visible. Start your free 30-day trial.