Connecting Across Generations: Conversations that Count

When a conversation flows effortlessly, you know you’re tapping into something real—and that’s exactly how it felt sitting down recently with James Wrigley on the Ensombl Advice Australia Podcast. 

We dove into a topic that’s close to my heart: the intergenerational wealth transfer, and what it really takes for financial planners to be connecting across generations with meaning—from Baby Boomers right through to Gen Z. 

With trillions of dollars already in motion—and even more set to change hands in the coming decades—the shift isn’t coming, it’s already here. For financial advisers, this means evolving the way we approach client conversations now. If we want to stay relevant, build trust, and strengthen relationships across generational lines, we need to meet clients where they are, not where we assume they are.

The Power of Tailored Conversations 

One of the biggest takeaways from our chat? It’s not just about asking questions—it’s about asking the right questions. 

James put it perfectly when he said: “What I need to be thinking about is who is the person in front of me? What’s important to them? And what questions should I be asking them based on their generation?” 

That line really stuck with me. Because while every adviser needs to ask questions, the art lies in how those questions evolve to suit the client sitting across from you. Baby Boomers and Gen X might be focused on stability and security, while Gen Y and Z are often driven by experiences, values, and flexibility. If we’re not adapting our approach, we’re missing the mark—and the moment. 

A Structured Approach to Building Trust 

This kind of client connection doesn’t happen by accident. It’s built.  

No matter the generation, financial planners need a structured way to engage with clients and build meaningful relationships. This is where my Framework for Human Connection comes in that James and I discussed. Designed to foster trust and intimacy in client conversations, it’s a framework I have been rolling out to advisers, super companies and dealer groups for over 10 years. 

It’s a simple five-step process—but it’s incredibly powerful: 

1. Introduce – Set the stage, build rapport, and create a comfortable environment. 

2. Discover – Ask deep, meaningful questions that resonate with their unique values and priorities. 

3. Educate – Provide insights and strategies that align with their specific financial situation. 

4. Benefit – Connect the dots between their needs and the value of your solution. 

5. Commit – Confidently guide them toward decisions that will benefit them long-term. 

By following this structure, advisers can ensure that their client engagements are not just transactional, but transformational. 

Strengthening Client Relationships Through Sales Excellence 

This conversation with James reinforced why client engagement isn’t just about numbers—it’s about trust, connection, and evolving with your clients’ needs. If you want to take your financial planning conversations to the next level, check out our Sales Excellence Training, where we support advisers to master relationship-driven sales conversations. 

Additionally, for those looking to other ways to enhance their team’s client engagement strategies, our Elevating Client Engagement Guide provides valuable insights and tools to help financial planners deepen client trust and improve their advisory approach. 

James was such an easy person to chat with that the insights just kept flowing… nearly an hour flew by before we knew it! And funnily enough, there was this lovely sense of familiarity between us the whole time, but we still can’t figure out where we know each other from!  

To listen to the full podcast episode, visit: Ensombl Advice Australia Podcast