Dealing with less sophisticated people
I am writing this after a long and hard day (still early but I am exhausted).
Investment demands study. You have to know investment to work in investment. Some clients are very sophisticated. You sometimes have to say "can I get back to you on that?" But 9 out of 10 times, clients are less "sophisticated" than you. They ask questions, you can immediately answer.
In any field, those who can be taught have the right attitude. Doesn't matter if it is in football field, university, social activities, you are expected to have the right attitude. Unfortunately, some on the buy side don't.
I constantly get irritated by those who don't even make an effort and have the "know it all" attitude. Worse, I hate this attitude of "if I set mind to it, there is nothing I can not do in this world." The former for their arrogance, the latter for their ignorance.
One client is being really annoying. People who work for him know a lot, but our main contact is a killer, ignorant, know-it-all, ugly, and most importantly, does not know what he is doing.
How do you deal with these clients?
- You ignore them as much as they can.
- You humor them. "Good thinking Sir"
- Reason with them
- Teach them
Given his personality, he will not respond to options 3 or 4. Also the options 3 and 4 imply that the client has the capabilities to do those. But in 9 out of 10 cases, they don't. So you are left with 1 or 2. I actually combine these 2 to deal with those who don't know what they are doing.
Even inside FO, we occasionally get those who don't know what they are doing. They can't help it. I ignore them as much as I can. When I have to confront them, I humor them, I make them feel important and move on.
What if those people have the decision making power?
Yes this is the question that I have been asking myself all this week. Basically, I have this client, not American or European, who thinks he has the capabilities to learn. The truth is he is
- too old
- too institutionalized already
- don't have the basic understanding of mathematics and economics (and common sense), so cannot be taught
- he is one of those idiots who think he is working but people around him are doing everything for him - one of those miracle workers who got to the top literally by accident
- he does not speak English but he thinks he does!
- no previous experience in investment
I cannot ignore this client because his company is important both to us and IBD people.
Any suggestions?
Have a terrific weekend, guys.
By the way, I am in Asset Management
Stick with method number 2. If he truly is as unintelligent as you make him out to be, your flattery will go unnoticed and be interpreted by him as a form of respect. Just don't get on his bad side by being obvious about your hatred for him (speaking down to him, ignoring him, etc.).
Move to iowa and start a potato farm. If that fails, you can always move to north dakota and start a potato farm as a backup.
Realize that you're less sophisticated than someone else and then imagine how you'd like that person to treat you.
So your client is the stereotypical Chinese billionaire who started by manufacturing tires and went the good ol' vertically integrated route by then getting into gold mining, liquor importation and of course large scale real estate development? I actually had an investor like that, and he was worth about $4B, and he was absolutely insane.
I'm confused, you're in Asset Management, but do you really mean private wealth management? Unless you're in a client service role, or really high up and pick up the phone for a whale, AM to me means that you're not going to have regular contact with your investors and if you do you're not telling them what to do, you're talking them out of leaving your fund or asking them to put more in, or maybe telling them what you're doing (and that's if they're really large investors). If you're in PWM, then that's a big part of your job: taking care of high maintenance clients. Most advisors I know will decide if dealing with that client is worth the time and effort and drop them if not. But it sounds like you personally can't make that decision or he's big enough that he's worth keeping around (probably both, no offense intended) since IB considers him important. And if IB considers him important, he's probably loaded and controls a company.
See how his direct, daily subordinates-the C-level people-interact with him. Quietly ask around the organization and figure out who his most trusted people are, find out how long they've been there, what their relationship is with him (family? been with him since day one? sleeping with him?) and determine how you can become like the people he trusts the most. You're obviously not going to make yourself family or be with him since day one (I suppose you could sleep with him if that's your bag) so don't assume the same posture because that would be a massive overreach but try to get yourself to that relationship, or as close as possible. For example, our Chinese investor (who ended up investing high 8/low 9 figures multiple times with us) was a half retarded absolute nutjob but we studied his CFO and VP of Legal who could have told him to wire all of his money to Jupiter and he wouldn't have blinked. Once we figured out how to get close to their realm, and it took a couple of years, shipping containers of Maotai, women of easy virtue (my single partner fell on that sword), eating fish and cow eyeballs and other parts of beasts most westerners find repugnant, and smoking god awful Chinese cigarettes, we had his trust and we didn't have to educate him or anything. If it's a long term relationship and you want to prove to your firm that you're valuable, figure this out. If you can lock down a trusted relationship with a wealthy and powerful Chinese (or Indian, Vietnamese, African, etc) individual you can create your own career path.
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