Name: How Client Expectations Have Changed in the Past 15 Years
Uploaded: 2026-04-21T15:00:00Z
Duration: 1 min 48 s
Description: Rob Nelson, CEO and founder of NorthRock Partners, says clients today place a premium on having free time and peace of mind.

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Rob Nelson, CEO and founder of NorthRock Partners, says clients today place a premium on having free time and peace of mind.

https://m.wsj.net/video/20260415/528964a5-1d56-41bf-9931-bf152533679b/1/hls/manifest-hd-wifi.m3u8

How Client Expectations Have Changed in the Past 15 Years

10, 15 years ago, a client would come to us, pay a fee, and look for rate of return. Now a client comes to us, pays a fee, and they're looking for time. They'll say that consciously or unconsciously, where they just want more time back and peace of mind. They've got a lot going on and they will be seeking a peace of mind in a relationship. Decision support beyond finance is becoming a very big part, where they're thinking about making a career change, or they're thinking about making a move with a family, or they have a problem at home and they want to bounce it off somebody. And probably one of the biggest things that comes to mind is they don't want to be alone at the center anymore. I mean, you think about what our industry from a financial services perspective does, is we work with clients. Even if you're in your late thirties and you've got a young family, think about all the relationships you have related to managing your finances. You might have a banking relationship. You might have an organization helping you with your taxes. Somebody's helped you with implement life insurance. You have a different company to help you with your property/casualty. You bought a home and you worked with a Realtor, then you actually worked with a different company to do your mortgage-

I'm getting anxious as you're just talking about it.

Exactly.

You're fragmenting.

And they work with somebody for their estate planning. They work with somebody else to help them on their 401k and their employer benefits. And you're just, you're up-and-coming. I mean, you're just building wealth. That's overwhelming. And when you call that out loud, if we're sitting down with a prospective client for the first time and we talk about those relationships around them, a lot of times they say, "That's me. And I don't want to be, that just be me." And a lot of times, we talk about earning the right to be at the center with them, helping to manage it. And 9 out of 10 times, is that's what we're looking for. They don't want to be alone at the center. And that's really what continues to foster our business model.