The post-pandemic world we are edging towards will require the adoption and honing of a new set of soft skills, according to Thuthuka Gumede, the regional general manager: Gauteng South at SanlamConnect.
“Emotional intelligence is more important than ever before as we navigate the new and steer our way through relationship-building in a world of digital ubiquity. Intermediaries’ businesses are built on forging lasting connections with clients. We need to ask ourselves: how do we reach people at the right time, in the right way?” says Gumede.
Here are some of the most important soft skills for 2022:
1. Genuine engagements aimed at building relationships
Before the pandemic, a handshake, body language and eye contact were crucial items in an adviser’s relationship-building toolkit. But being adept at these is not good enough in the age of Zoom, Microsoft Teams and Google Meet.
“From the way we prospect, to the way we engage with clients, and vice versa, the pandemic has necessitated that we operate in a very different manner. This means that the way we build relationships must change, if intermediaries want to continue to provide top-tier service to our clients and in turn grow their businesses,” says Gumede.
2. Technological skills
Intermediaries need to learn to be open and flexible enough to use various communication applications that their clients may want to use.
“Having technological skills is critical and adopting a one-size-fits-all strategy won’t work. You have a multitude of clients who want to engage with you in whatever way feels best to them. Some use Zoom and others use Microsoft Teams. Some may use both or other platforms altogether, so the key is to gear one’s business in a way that is beneficial to all parties,” says Gumede.
3. Business development
Learning how to build your business is significantly more complex than it was in the past. For many years, the way an adviser or a broker prospected clients was quite different to what it is today. Combine that with legislation such as POPIA, which changes the way you contact clients, and you find yourself having to answer many questions that you wouldn’t have had to in the past.
“You will need to ask yourself how to develop your business in innovative ways that would address the needs of clients and build your brokerage – segmenting your client-base and working on your value proposition,” says Gumede.
4. Continuous active learning
The world is constantly evolving, and those who do not evolve with it fade away. To keep up, advisers need to make sure that they are continuously plugged into what is happening in the industry and augmenting their skills set.
5. Coaching
Being a financial planner is about a lot more than being able to crunch numbers. Financial literacy is a sensitive topic for many South Africans, so advisers must be able to communicate deftly and empathetically with their clients. More and more, intermediaries will play the role of empathetic coach, as well as providing a holistic financial plan.
Job losses and retrenchments have left many South Africans feeling helpless and not knowing whether they have any advantageous options left. The ability to help coach clients and give them favourable options is a powerful trust-building tool.
“Many people are not just anxious about the future, but also about how they will make it through the present moment. This calls on intermediaries to be able to communicate with and coach their clients, without causing feelings of fear or shame,” says Gumede.
“This skill, above almost all of the others, will be the one that helps to develop trust. A client who trusts you is one that will be more likely to benefit from your advice and be more open to future sales opportunities.”
