This reference guide outlines key communication principles for handling client conversations at InvestorKit. It covers how to manage concerns, explain trusts, and communicate market strategy clearly and empathetically. Use it to stay aligned with InvestorKit’s client first, data-led approach especially in high-stakes or sensitive discussions.
1. Handling Client Concerns: Proposed Development Disclosure
Context
A client felt a proposed development should have been disclosed in the recommended suburb. They are now considering requesting a refund.
What to Do
Step 1: Let Them Speak
- Allow the client to share their concerns without interruption.
- Focus on listening, not fixing yet.
Step 2: Acknowledge and Reiterate
“It’s sounding like ___. Am I understanding that right?”
- Reflect back what they’ve said to show understanding.
- Make them feel genuinely heard.
Step 3: Offer Control and Diffuse
“At the end of this call, I completely understand that you may decide a refund is what you’d like, and if that’s the case, I’ll make sure it’s arranged.”
- Giving them agency helps reduce defensiveness.
- This is a conversation, not a confrontation.
Step 4: Address the Trust Factor
“Before I present some information, I want to address the trust component and rule that out altogether.”
- Reframe the issue: it's not about trust, we didn’t know about the development.
- Emphasise that we base decisions on validated data, not media speculation.
“There are many cases where proposed developments don’t go ahead or don’t significantly impact the long-term value of a suburb.”
Step 5: Present the Data
“Even if the development does go ahead, I’d like to walk you through the actual data.”
- Use facts to explain why the recommendation still stands.
- If they remain uncomfortable, respect their position and proceed with a refund.
2. Sharing the “Why” in Sessions
Context
Clients appreciate personal connection, but the “why” behind your story needs to serve them not spotlight you.
Guidance
- Don’t focus on your role, how long you’ve been at InvestorKit, or your personal journey unless directly relevant.
- Instead, explain why you’re sharing something to add value to the conversation.
Helpful Phrasing
“I wanted to share this with you because I think it may help clarify how we assess similar situations.”
This keeps the focus on the client, not on you.
3. Market Categorisation: Be Flexible, Stay Strategic
Context
Clients often want to know exactly where they’re buying next. But too much detail too early can create friction when data shifts.
Key Principles
- Only discuss the specific areas selected for their current purchase.
- Avoid naming future suburbs prematurely.
- Data can evolve quickly, and rigid expectations can create confusion.
Language to Use
“Based on current data, I’d recommend a hotspot for your next purchase, and an early adopter market for the one after that.”
This shows a plan while preserving flexibility. You can include price points and market stages in gameplans just hold off on suburb-level certainty.
Why This Matters
- Markets shift.
- Locking into specifics too soon can erode credibility and adaptability.
4. Talking About Trusts: Neutral and Informative
Context
Trusts can help with borrowing capacity and tax strategy but they involve personal financial detail we’re not privy to.
Suggested Language
“Portfolios can be extended when banks exclude debt held in a trust, provided the trust is self-sufficient. This is based on current lending policy and is subject to change. It’s also important to consider different land tax implications across states but please speak to your accountant.”
Best Practices
- Avoid making assumptions about their finances.
- Be careful not to give financial or tax advice.
- Highlight considerations and direct them to the right professionals.
Framing the Conversation
“If land tax is a bit higher in NSW for trusts, do you feel that would be a dealbreaker for you?”
This invites them to reflect, not rely on you for answers outside your scope.
Final Notes
- Let empathy lead the conversation.
- Trust the data use it to provide clarity, not just defence.
- Always leave space for client decisions even if that means a refund.
- Focus on empowering, not persuading.