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MFIS PSA 10 - The 1st Appointment

"You will never get a second chance to make a first impression."

 - Will Rogers

WHY is this meaningful to you?

Having a professional process in place particularly in this initial stage of meeting a potential new client, is very important.  This is where Financial Professionals set the stage for a consistent and professional client experience from start to finish.  Remember: Every relationship is a direct reflection of how it began. 


What makes this FIT meeting unique and powerful is the stark contrast to what potential new clients are used to experiencing at a first appointment.  They expect to hear product talk.  They expect to hear sales and investment talk.  They expect the all too predictable 'close' at the end.  In other words, they are bracing for the end of the meeting where they expect you to push for their commitment to sign on the dotted line.  This represents everything this appointment is not.

This meeting is about you determining if this person is a good fit for the financial planning solutions you can offer through your Credit Union/Organization.  It is about providing the potential new client with the opportunity to make the same assessment - are you a fit?  In other words, both parties are looking forward to the prospect of moving forward and working together. 


What a great way to begin a quality relationship.

WHO is this proven strategy designed for?


For those who want to create a unique and professional first impression at the first meeting with a prospective new client.

WHAT should you expect?


You will: 

  • Demonstrate you have a highly structured and personalized process for bringing on new clients, as well as create client familiarity with the process

  • Provide new clients with the information necessary to ensure they are can determine if there is a fit

  • Gather the information necessary about the client to ensure you can determine if there is a fit for the financial planning products and solutions you provide (and if not, determine which services would be appropriate and make introductions to another financial representative accordingly

WHAT you need to know


HOW to Take Action & Implement Successfully?


Familiarize yourself with the purpose and flow of the FIT Meeting.


Refer to Step 5_FIT Meeting Agenda and the Step 5_FIT Meeting Script to become familiar with the different areas being covered and the general flow of the meeting.

  • You will need to personalize and customize this script and be 100% prepared.

  • It is important you become thoroughly comfortable with a structured and professional approach to conducting this FIT phase.

After the initial greetings and brief rapport building portion of the meeting (no more than five minutes) you can signal the business part of the meeting by sliding the FIT Meeting Agenda across the table to each meeting participant.  Note: the FIT Meeting may take anywhere from 30 to 60 minutes.

The next few steps will explain the flow of the meeting. Try to visualize what this process might look like for you as you work through each step.  Note:  Each of these steps is described in much more detail in the 1st Appointment Script.

  1. Meeting Overview

    • Here you will preview the items you would like to discuss during the meeting and provide a time frame to manage your client's expectations.

  2. Our Wealth Management Professionals & Approach

    • Here is where you will describe the Credit Union/Organization, explain who you are and what you do, as well speak about the other financial  professionals within the organization and fully disclose fees.

    • Potential clients need to know this information to make an informed decision about FIT.

    • Review the concept of Significant Life Events with clients so they understand the full scope of services available to them through you and others at your Credit Union/Organization.

    • Reference the Personal Financial Organizer Mini to demonstrate how you will deliver your recommendations and monitor them on an ongoing basis.

    • Provide a basic overview of fees.

  3. Getting to Know More about You 

    • Understanding Your Current Situation

      • This is where you begin the client-focused portion of the meeting.

      • You will ask the potential new client to describe their current investment situation and needs.

      • It will be helpful if you consult with branch staff to get an idea of what the client may need ahead of time OR you may have determined the primary area of focus on your initial phone conversation, in which case you can start to ask more questions to get a complete picture of what they are looking for.

      • The goal is having a clear understanding of their current needs, but also paying attention for future opportunities to assist the client in other ways based on what they are telling you matters to them.

    • What's Important to You?

      • To gain even more clarity and fully engage the client, you will use Step 5_What's Important to You template to begin to ask open-ended questions about what is important to them and then probe meaningfully to learn more about why these things are important to them. This is the starting point for getting a better understanding about the client's broader goals and objectives.

      • The important thing here is to have a standardized approach for collecting this information and that you spend the latter part of the meeting client-focused.

    • It's during this part of the meeting through active listening that you are able to determine the following:

      • First, if you are able to help this person based on what they shared with you.  If so, you can determine if this is a one-meeting client or a two-meeting client based on their immediate needs.  If you are able to get everything done in one meeting because their needs are simple, then do so.  If it will require additional time and/or information you can provide them with a list of additional items to provide you so you can move forward with developing suitable investment recommendations for them.

        • You may be sending them away with a list of items they need to get back to you or you may send a checklist after the meeting outlining the items you need.  Refer to Step 5_Fact finding Checklist.​

  4. Meeting Wind Down

  • This is where you wind down the meeting.

  • Always clearly identify next steps so the client knows exactly what will happen next. 

Special Instructions for MFIS or Associates

This 1st Appointment provides an opportunity for you to practice the concept of a 'soft fit' approach with prospective new clients.  It also provides you with the opportunity to create awareness around the progression of investment management and financial planning needs within the organization as it relates to the various financial professionals.  You can also make the connection to the Financial Professional immediately if it is clear what the client needs is beyond what you provide.    

Remember to:

  • Refer to the 1st Appointment steps on the New Client Checklist.

  • Ensure that each step is implemented at the appropriate point in the process.

  • Consistently use every aspect of the process with all new clients.

Watch Here to Learn More




PSA 9 & 10 Pre-Appointment and 1st Appointment 

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