What do you do if your clients' feedback in financial services is not aligned with your professional goals?

1 Understand the feedback

Before you react to your clients' feedback, try to understand where they are coming from and what they are trying to achieve. Ask them questions to clarify their expectations, needs, and preferences. Listen actively and empathetically, and avoid being defensive or dismissive. You may find that their feedback is based on a misunderstanding, a gap in communication, or a different perspective. By understanding the feedback, you can address it more appropriately and constructively.

2 Evaluate the feedback

Once you have understood the feedback, you need to evaluate how valid, relevant, and useful it is for your professional goals. Consider the source, the context, and the evidence behind the feedback. Is it coming from a credible, experienced, and informed client? Is it related to your core competencies, services, and values? Is it supported by facts, data, and examples? You may also want to seek feedback from other sources, such as colleagues, mentors, or industry standards, to compare and contrast different viewpoints.

3 Decide how to act on the feedback

After you have evaluated the feedback, you need to decide how to act on it. You have three main options: accept, reject, or negotiate. Accepting the feedback means that you agree with it and implement the changes that your client suggests. Rejecting the feedback means that you disagree with it and maintain your current practices. Negotiating the feedback means that you find a middle ground or a compromise that satisfies both parties. The option you choose depends on how important, reasonable, and feasible the feedback is for your professional goals.

4 Communicate your decision

The final step is to communicate your decision to your client in a clear, respectful, and confident manner. Explain the reasons behind your decision, and provide evidence or examples to support it. If you accept the feedback, thank your client for their input and show them how you have incorporated it into your work. If you reject the feedback, acknowledge your client's perspective and show them how your work meets their needs and objectives. If you negotiate the feedback, propose a solution that balances your client's feedback and your professional goals.

5 Maintain the relationship

Regardless of how you act on the feedback, you should always aim to maintain a positive and professional relationship with your client. Feedback is an opportunity to learn, improve, and grow, not to create conflict or resentment. Show your client that you value their opinion and appreciate their business. Follow up with them regularly and monitor their satisfaction and results. Solicit feedback from them again in the future and demonstrate your willingness to adapt and evolve.