Kitces and Carl - Real Talk for Real Financial Advisors
Jul 23, 2026 · 35 min · 10 segments
In the 195th episode of *Kitces and Carl*, Michael Kitces and client communication expert Carl Richards discuss how to strike the right balance between proactive and reactive client communication…
Michael KitcesHostUm, one was, you know, like, and we've talked a bit about this before, like, are we over-servicing people? You know, did anybody ask, [laughs] did anybody ask for birthday cards? You know, like, um, and I remember one of my favorite advisors ever, named Kevin, who we've talked about on this show before.
I- I- And he, I remember him even saying, like, "Most of us just don't even return phone calls.
Maybe we should take that time we're spending writing birthday cards and make sure we return phone calls." That's his take.
So rapid response, a consistent experience and rapid response to client, any client inquiry.
No birthday cards, no anniversary cards, no anniver- like, no, no, uh, no monthly, uh, no monthly planning topic, you know? That was his view, and he's built one of the more successful businesses I've ever seen.
That was not his name, but Dr. Terry came to me, and he was, a- again, we may have mentioned this before.
Um, one was, you know, like, and we've talked a bit about this before, like, are we over-servicing people? You know, did anybody ask, [laughs] did anybody ask for birthday cards? You know, like, um, and I remember one of my favorite advisors ever, named Kevin, who we've talked about on this show before.
I- I- And he, I remember him even saying, like, "Most of us just don't even return phone calls.
Maybe we should take that time we're spending writing birthday cards and make sure we return phone calls." That's his take.
So rapid response, a consistent experience and rapid response to client, any client inquiry.
No birthday cards, no anniversary cards, no anniver- like, no, no, uh, no monthly, uh, no monthly planning topic, you know? That was his view, and he's built one of the more successful businesses I've ever seen.
That was not his name, but Dr. Terry came to me, and he was, a- again, we may have mentioned this before.
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