Want Clients to Take Action? Start Here.
It’s not just what you say, it’s how your message makes them feel.
Some conversations are useful. Others… I’ve already forgotten before I’ve even ended the call!
Impact is the part of the conversation that sticks. It’s what your client learned, but it’s also what they felt. It’s that question you answered that had been weighing on them before the call. It’s the confidence they gained surrounding their next steps. The moment they thought, “Okay… I can actually do this!”
You don’t have to be overly inspirational to make an impact. You just need to be real, helpful and tuned into what really matters to your client in that moment. When you make an impact, your client isn’t just nodding along with the plan you laid out. They actually believe in it and they feel capable and supported in moving forward.
Impact means that your meeting wasn’t just a meeting. It led to some real-life movement.
In the past, we only measured impact by looking backward — what happened after the call. Did the client follow through? Did they email you back? Did they take action? That kind of feedback is useful, but it’s limited. Navi helps you see how impact is created in the moment, so you’re not just reacting to results. You’re learning how to shape them as they’re happening.
That’s always our goal as financial advisors. And that’s why Impact is one of the categories that Navi analyzes and scores when you upload your conversations.
Impact lives in the afterglow
The call might be over, but its impact is what remains. It’s the lingering energy, the takeaway line, the gut feeling your client is left with.
Sometimes it’s a phrase you said that landed well because you took their unique personality into account. Maybe it’s the way you delivered your message in a steady, confident and caring way. Sometimes it’s not any specific moment at all, but instead the cumulative experience of building a trusting relationship over time.
Impact really just means that you’re tying what you’re saying to what the other person needs to hear.
You can’t control how someone feels, but you can influence it.
When your presence, intention and language resonate with someone, you can change how they feel.
And Navi can help! It helps you understand how your words and delivery actually land.
When Navi scores for Impact, it’s looking at:
Did you say something that was clearly memorable or meaningful?
Did your tone and delivery convey confidence, support or clarity?
Did the conversation shift the client’s thinking, energy or next move?
Navi also looks for signs that impact may have been missing, like if the call ended flat, the solution felt generic or the energy dropped off at a key moment.
This kind of personalized feedback can help you notice what works so that you can do more of that on purpose.
Why this matters more than ever
Your clients don’t just want numbers. They want support. They want a clear path forward. They want someone to help them make sense of the chaos and give them some clear next steps that don’t feel scary.
So before your next call, ask yourself:
What do I want them to feel when we hang up?
What do I want them to take with them?
What was the point of this call?
Because even if they forget 80% of the details (and they probably will), they’ll remember how the conversation made them feel.
