Name: Establish Credibility and Build Long-term Client Relationships
Uploaded: 2025-09-03T13:42:00Z
Duration: 4 min 10 s
Description: “Playing the long game is key,” says Josh Bronstein, wealth advisor at Neuberger Berman. “I'm looking for a relationship, not a transaction.”

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Sustainable Investing and the Wealth Transfer

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“Playing the long game is key,” says Josh Bronstein, wealth advisor at Neuberger Berman. “I'm looking for a relationship, not a transaction.”

https://m.wsj.net/video/20250903/6e3d4602-3c48-4b0c-8779-308e36ad6681/2/hls/manifest-hd-wifi.m3u8

Establish Credibility and Build Long-term Client Relationships

Playing the long game is key. I love the sports metaphor, so I use it all the time. And I'm now, I'm looking for a 30-year client. I'm looking for a relationship, not a transaction. I don't wanna get a quick commission and then be done with a client. I'm looking for clients and we, our team, is looking for clients that we can partner with, that we're highly engaged with, that there is a true chemistry and cultural fit.

Hmm.

And that's not for everyone. And that's just how we've kind of built the business. But it goes back to early in my career, establishing that credibility, and it takes years of consistent, consistent service, consistent reporting, providing accurate figures, whether it's reporting performance, getting tax documentation, responding in a timely fashion, but consistency of high level of service and advice over time is how you build that credibility. And clients are, they're very sensitive to change. It's hard to implement a new person on the team organically because they don't, once they find someone that they know can do the job,

They'll stick with them.

They'll stick with them. And it's hard to have them pivot. So those are the things that early on, would help establish credibility.

I wanna stick with the sports metaphor, since you like it a lot. What are the at bats that helped you build that confidence and client skillset?

Yeah, so clients can sense, they're very smart, they're very well-read. They know what's going on in the world. If they sense any kind of doubt or lack of confidence in your voice over the phone, or in person, it hurts your credibility. So for me, I was desperate. I was anxious to get more experience and at bats with clients. And that meant just getting on the phone. And they weren't ready to talk about markets or planning with me, so where did I start? I started with the easy stuff, which was setting them up for online access. And that could take 20, 30 minutes. And then we'd have a personal conversation and you're building that rapport. And then it pivoted into explaining the investment advisory agreement. I read every term in that agreement, I could answer any question about what they were signing. And then they felt more comfortable about, and this was pre-DocuSign, going to a client's home, and sitting there and signing the documents with them. So that process built another level of trust that you could address any questions they had. Talking about fees. I made it a big point to be upfront about fees. In our presentations, we put the fees in a bigger font, on purpose, because we don't wanna,

No surprises,

No surprises. We wanna be upfront. We feel like we bring a lot of value to the table, and we should be compensated, and it's fair and equitable, but everyone should know what's going on. And so I think that that has also helped build credibility too. And then when you establish those building blocks, what I would think are some of the easier things to talk about,

Yeah, tell us about those.

Then, I think client service is one of the areas where we have control. You have control. We don't have control of the markets. They're volatile, they're up and down. It's anxiety-driven. That's a variable that we don't have too much control over. We can put in an asset allocation, and invest over the long term. But client service is something I felt like we had control over. And then I'm consistently having more at bats with providing that high level of service. It builds the rapport to then talk about the harder things. Performance, estate planning, financial planning. And then overnight, those conversations just, once you build that rapport with the client, they are your friend, they are your partner. They are in the trenches with you, especially during these volatile times. And they seek out your guidance and advice. And that's a special relationship when you get there. But it takes time and it's patience.