What Clients Really Value (and Why Advisers Get Fired)

In this first in the series episode of Beyond the Numbers, Scott Stevens is joined by Vince Tiseo. Based in the United States, Vince heads up the Goldman Sach’s advisory consultancy service, helping US advice firms get better.

He’s a seasoned strategist with a passion for leadership, client experience, and delivering real, tangible value. With a career that spans boardrooms and battlefields, Vince brings a unique blend of discipline and insight to the world of financial advice. This conversation goes far beyond spreadsheets and into the psychology of what clients truly value in their advisers. From cultural nuances between the U.S. and U.K. to the universal challenges all advisers face - attracting, serving, and retaining clients in an era of rising expectations.

Vince offers real-world advice grounded in research and experience.

You’ll hear:

• The #1 reason clients fire their adviser – and importantly, how to avoid it
• Simple, actionable changes to enhance your client experience
• Why transparency and communication are your competitive edge
• How to differentiate your service in a crowded market
• The power of client charters, onboarding tips, and becoming the trusted ‘family adviser’
• Why getting 1% better matters more than you think

Whether you're new to advice or leading a multi-adviser firm, this is a masterclass in staying relevant, valuable, and indispensable. Tune in and start making the incremental shifts that lead to extraordinary results.

Key Takeaways

• Delivering true value starts with the client – determine what they are looking for.
• Work out how you can spend more time with clients.
• Clients expect competence as a given. They choose advisers based on trust, clarity, empathy, and how the relationship makes them feel – qualitative factors.
• Clients demand an experience with their wealth and transparency. They want to know what they are paying for.
• Don’t create your Client Charter in a vacuum and intelligently use it with clients.
• The power of clear messaging – be ‘benefits’ rich and ‘features’ poor.
• Don’t assume client needs are static. They change along the way.
• Engineer additional ways to create an experience around clients’ wealth.
• Answer ‘Why you?’ with clear messaging and proper packaging.

Great phrases

• “Treat everyone fairly but not equally.”
• To clients: “ What’s important to you from a service perspective?”
• “You shouldn’t be Mum or Dad’s adviser. You should be the ‘family adviser’.”
• To clients: “What does legacy mean to you?”

Resources:

• (22) Vincent Tiseo, CFA | LinkedIn

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