Remote has its place but the best advisor-client meetings are in person
In the age of Zoom calls, instant messaging, and remote everything, it’s easy to get caught up in the convenience of virtual meetings. But let’s not kid ourselves - when it comes to building trust and lasting relationships, face-to-face interaction still wins.
I’ve always believed that trust is best forged in person because it’s not just about the words being said, it’s about body language, eye contact, and that intangible sense of connection you feel when you're sitting across from someone.
During the pandemic, we all adapted to the virtual way of working because we had to. It worked, but it was never meant to be permanent.
We’ve seen a significantly higher conversion rate of new clients when meetings happen in person. When clients come into the office, they’re making a commitment to the meeting, to the relationship, to their own financial wellbeing.
The environment fosters deeper conversation because instead of jumping straight into business after a quick wave through a webcam, we talk about family, about life. That’s the foundation of real rapport.
Virtual meetings have their place. They’re practical, especially for clients in rural areas, those with mobility issues, or younger clients who live and work downtown. For them, coming into the office might not be feasible.
But that doesn’t mean we lower the standard. In fact, we’ve gone out of our way to make virtual experiences feel just as intentional. Dedicated Zoom rooms, professional backdrops, audio checks, lighting. Every detail matters when you're trying to replicate the in-office experience.
Still, there’s no substitute for that in-person dynamic and this is seen in other professions too.
A client recently told me they didn’t feel much loyalty to their GP anymore, not because of the quality of care, but because they’d only interacted over the phone. In this industry, like in healthcare, relationships matter because we’re not just providing answers, we’re offering peace of mind, guidance, and confidence in the future.
That’s why we’ve started encouraging clients to come in at least once a year even if it's just one meeting. For clients who are hesitant, we’ll even make the effort to go to see them because maintaining that relationship is worth it.
And here’s another piece people often overlook, getting both partners to attend meetings.
When we meet virtually, it’s easy for one spouse to be distracted or absent entirely. In person, both are engaged, present, and invested. That kind of buy-in isn’t just helpful—it’s critical, especially in the long term.
So yes, hybrid is here to stay. But we shouldn't settle for convenience at the cost of connection. Technology can complement relationships, but it can’t replace them. That coffee in the office, the handshake, the unhurried chat - that's where trust lives.
