What Sets Top Financial Advisors Apart When Onboarding New Clients
In the financial advisory space, the first 90 days of a client relationship are make-or-break.
Financial advisor meeting with clients to begin onboarding.
While most advisors focus on portfolio strategy or planning deliverables, elite advisors understand that it’s the human experience that truly creates trust, retention, and referrals.
Onboarding isn’t just administrative. For affluent clients, it’s a test: Are you truly different? Are you worthy of their trust?
Below, we break down the behaviors and principles that set high-performing advisors apart during those critical early stages.
An ear listening.
1. Listen First. Always.
Top advisors know that the most important voice in the room is not their own, it’s the client’s. Initial meetings should prioritize discovery and listening over data collection or planning pitches.
“A great first meeting is one where the client talks 80% of the time. Let them tell their story before you try to change the narrative” (Morningstar Behavioral Research, 2023).
This is especially important if the client is transitioning from another advisor. Instead of probing for what went wrong, ask:
“What would you prefer to do differently this time around?”
“What are your most important goals in the next 1–3 years?”
“What does a great relationship with your advisor look like to you?”
“How involved do you like to be in financial decision-making?”
“What legacy or long-term impact are you most focused on creating?”
These types of questions demonstrate a thoughtful, client-first mindset which is an approach that resonates strongly with high-net-worth individuals.
Looking forward towards the future.
2. Don’t Critique the Past, Design the Future.
It can be tempting to win favor by pointing out missed opportunities or outdated strategies in a previous plan. Resist this urge.
Affluent clients may already feel vulnerable or frustrated about the past. Highlighting prior mistakes, especially early on can trigger defensiveness or regret, not trust.
Instead, adopt a forward-looking stance:
Focus on what’s possible now
Use language that builds confidence in the future
Avoid comparing yourself directly to the previous advisor
Ask clarifying questions about what wasn’t working without assigning blame
Establish a tone of progress and momentum.
Focus on building, not critiquing.
“All you need is less” spelled out on scrabble.
3. Avoid the “All-or-Nothing” Trap.
One common onboarding mistake: pushing too hard for full asset consolidation right away.
While it may feel efficient to centralize everything, elite advisors take a long-term, low-pressure approach. They offer to start with one meaningful area, whether that’s a legacy 401(k), a concentrated stock position, or an income strategy to ensure that they prove their value first.
This signals confidence and gives the client space to evaluate the relationship at their own pace. Many top advisors report that full consolidation happens naturally after a client experiences their process, communication style, and care.
Moving at the client’s pace fosters trust naturally and respectfully. Pushing too quickly can leave clients feeling pressured or overlooked, making them less likely to move forward confidently.
One person that sticks out in a crowd.
4. Personalize Everything.
Wealthy clients expect tailored experiences. The best advisors don’t deliver a templated onboarding—they curate it specifically for the client sitting in front of them.
That means:
Matching the depth of communication to the client’s preference
Adapting visuals, reports, and even cadence to the client's style
Incorporating family dynamics, business interests, and personal nuances into the process
Adjusting the onboarding pace to match the client’s comfort level
Customizing the first 90-days experience based on stated goals
Even small gestures like referencing their career background or past charitable giving in your communications can help to reinforce that you see them.
It’s not just about personalization. It’s about relevance.
A financial advisor meeting with clients.
5. Make the Process Easy—and Professional.
Affluent clients are busy. They often have sophisticated expectations for service and execution and it is your job as their advisor to meet those expectations.
The best advisors deliver a high-touch, low-friction onboarding experience:
Digital forms and e-signatures instead of paper packets
A client portal walkthrough within the first week
A welcome meeting to align on communication preferences and cadence
Check-ins scheduled proactively (not reactively)
Incorporating light automation or AI-powered onboarding workflows can help reduce administrative burden—but the experience must still feel human.
Clients want an experience that feels well-polished and structured, but for the relationship to feel comfortable like a trusted friend.
Someone drafting an email.
6. Communicate Often, Even When Nothing Is Urgent.
One of the top reasons wealthy clients leave their advisors? Lack of proactive communication.
According to Nasdaq reports, “9 out of 10 clients say frequency of advisor communication and information sharing plays a big role in their likeness to stay with them and make a referral” (Kenalty, 2023).
Elite advisors build a communication rhythm from the start, especially during onboarding. This includes:
A follow-up email or call after each meeting
A summary of next steps (with clear dates)
A check-in after the first statement arrives
Email newsletters containing advisor perspectives on market trends, saving/planning advice, or any financial recommendations
And most importantly, touchpoints during moments of uncertainty—whether that’s market volatility or a big life change.
Onboarding is not just about formalities, it is about providing clients with emotional reassurance. They want to know that even when nothing is happening, their advisor is readily available to communicate and support them.
Lightbulb post-it note indicating the progression of feedback to ideas.
7. Ask for Feedback… and Mean It.
Truly exceptional advisors view onboarding as a two-way conversation. Within 30–60 days, they check in to ask:
“How has the process felt for you so far?”
“Is there anything we can do better?”
“Are you getting the level of insight and contact you expected?”
“What are your expectations going forward?”
This demonstrates humility, continuous improvement, and genuine care, all core traits of top-tier advisors.
Final Thought: Don’t Just Onboard—Anchor.
The onboarding phase is not a formality. It’s a trust accelerator. When done well, it turns a cautious prospect into a loyal advocate.
The best advisors:
Lead with empathy
Tailor every interaction
Avoid ego traps
Communicate thoughtfully and often
And focus on delivering small, meaningful wins early and often
Whether a client is transferring $500K or $50M, the same principle holds true:
People remember how you made them feel—before they remember how you managed their money.
Make the first 90 days count.