Authenticity is what builds trust, and trust is what financial advisory runs on.
In the accounting world, it might seem like certainty is what clients want most. Precision. A spotless, professional presence that never breaks the script.
But what I’ve learned is that what they often want more than anything is a real human being on the other side of the conversation.
They want to know that you’re with them. They don’t want you to solve all their problems for them; they want you to walk alongside them and use your expertise to help them navigate whatever arises.
That’s authenticity, and it is one of the dimensions that Navi scores on. Navi is a conversation intelligence tool built specifically for accountants. It analyzes your client calls and gives you personalized feedback across five key dimensions that make-or-break trust: authenticity, clarity, engagement, action and impact.
You can have all the right answers, but if you show up like four spreadsheets in a trench coat, the client isn’t going to open up, and you won’t get anywhere.
Authenticity means being honest
Authenticity doesn’t mean turning a client call into a therapy session. It doesn’t even mean saying everything you’re thinking. (Trust me, if I did that, I’d have lost my platform a decade ago!)
It just means letting go of the idea that you need to sound a certain way for others to take you seriously.
Authenticity can look like a lot of things. It’s different for everyone. It could mean admitting when you’re not sure about something, explaining a concept the way you’d tell it to your mom, or pivoting to share a quick story from your own experience to help something land.
It’s as simple as laughing when something’s funny, pausing when something’s heavy or adjusting your language to meet your client where they are emotionally.
These moments might seem small, but they create the kind of safety where all honest, productive advisory conversations start.
Drop the act!
Our world overhypes polish, perfection and professionalism. It’s easy to feel like you have to be “on” all the time. Especially in client conversations, where high fees and high stakes are involved, there’s a lot of pressure to sound confident, competent and in control even when you’re not 100% sure about something.
But clients can feel the difference between a conversation and a performance. When they sense something’s off, like you’re maybe saying what you’re “supposed to” say instead of what you actually mean, they mimic that behavior and start holding back.
Being authentic breaks that cycle and invites your client to drop their act, too.
How do you know if you’re being authentic?
It’s hard to measure authenticity on your own. We all like to believe we’re being ourselves, but sometimes we slip into autopilot and start sugarcoating without even realizing.
That’s where Navi comes in.
When Navi grades a call on authenticity, it’s not just a vibe check. It’s looking for very specific cues. Did your tone feel natural and competent with what you were saying? Did you share anything personal or honest that added value to the conversation? Did you avoid sales-y language? Did you answer questions directly, even when the answer was, “I don’t know”?
If authenticity felt low, Navi doesn’t just hand you a low score. It shows you where it broke down. Maybe your tone didn’t match the emotional weight of the moment, or you dodged a question without realizing it. For me, Navi noticed I’m constantly saying, “That’s a great question,” instead of answering.
These moments matter, and Navi can help you notice them and make real changes to shift your communication style.
Being real builds relationships
Clients don’t need the perfect accountant. They need an advisor whom they can trust.
So, next time you’re in a client conversation, ask yourself: Am I saying what I think I should say or what I actually mean? Am I trying to sound “professional” or am I trying to connect?
Being real is what sticks, what builds trust, and what makes you memorable.