In this insightful episode of The Business Advisor Podcast, I dive deep into the often-avoided topic of client conflict—an issue every advisor faces but few discuss openly. I share personal experiences, expert insights, and a powerful framework called "GRACE" to help you navigate emotionally charged situations with empathy, curiosity, and professionalism.

I walk through a real-world example where a client stopped returning my calls after receiving tough feedback about letting go of an underperforming team member. Using the GRACE framework, I demonstrate how to reopen communication with empathy, curiosity, and collaboration.

Conflict isn’t a sign of failure; it’s an opportunity for deeper connection and growth. Whether you're dealing with silent clients, defensive reactions, or stalled progress, this episode will equip you with the tools to turn discomfort into trust.

Key Takeaways

1. Client conflict is an emotional signal, not a personal attack.

“When your client becomes defensive or avoids your calls, they aren’t deliberately being difficult. Their brain is responding to stress or discomfort.” – Amanda C. Watts

1. Handled with care, conflict can deepen trust and lead to breakthroughs.

“Conflict and resistance can deepen trust, strengthen relationships, and enable powerful breakthroughs for both you and your clients.” – Amanda C. Watts

1. Naming emotions helps clients feel seen and understood.

“By naming these emotions, you help your client feel seen and understood. This builds trust and encourages them to open up.” – Amanda C. Watts

1. Pushing harder increases defensiveness; slowing down creates space for progress.

“The worst thing you can do is push harder, because this only heightens the client's defensive instinct.” – Amanda C. Watts

1. Separate your self-worth from client resistance.

“It’s easy to take client resistance personally and feel rejected and frustrated. You have to remind yourself: this isn’t about you. It’s about them and their inner struggle.” – Amanda C. Watts

Preview for Next Week!

Get ready for Episode 94: “Creating Content That Stands Out and Gets Clients.” This is a highly requested topic from the community, and I can't wait to share it with you.

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• Global Community Of Peers: CPAs, accountants, fractional CFOs, bookkeepers and finance professionals from all over the world sharing ideas, best practice and innovations with each other.
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PLUS: There are a few other surprise bonuses that can be UNLOCKED once you are inside the community: Get Clients Course and 5 Day LinkedIn Challenge. Super excited to see you there, and looking forward to helping you achieve all that you want in life.

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This week's episode is all about moving beyond just knowing your stuff as an advisor and truly mastering the art of communication. I shared why saying the right thing isn’t enough—it’s about how, when, and with what intention you say it. I introduced my VOICE Framework, a five-part structure that helps advisors communicate in a way that creates safety, clarity, and action.

We explored how emotional intelligence trumps expertise when it comes to being heard and trusted. The brain doesn’t just process information—it scans for emotional safety first. That’s why purposeful communication matters so much. Whether you're delivering tough feedback or guiding a client through change, how your message feels determines whether it lands.

I walked through each step of the VOICE model: Validate, Own, Identify, Communicate, and Engage. And I shared practical tools like grounding check-ins, role resets, the one-thing filter, and the truth sandwich to help you apply these ideas immediately.

Key Takeaways

1.      Advisors must validate the client's emotional state before offering insight to build trust and connection.

"Before you say anything, stop and tune in—what’s going on for them right now?" – Amanda C. Watts

2.      Owning your role in each session ensures clarity, consistency, and confidence in your communication.

"Your job isn't to wear every hat—it's to know which one serves them best today." – Amanda C. Watts

3.      Identifying the single most useful point prevents overwhelm and drives meaningful action.

"Just because it’s true doesn’t mean it’s helpful right now." – Amanda C. Watts

4.      Truth must be delivered with care and confidence to ensure it is received and acted upon.

"Confidence doesn’t need to shout. It just needs to be anchored in intention." – Amanda C. Watts

5.       Engaging in the moment allows advisors to observe reactions and adapt communication for deeper impact.

"Communication is a loop, not a monologue. Pay attention to what happens after you speak." – Amanda C. Watts

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Here's all the FREE BONUSES you'll receive when you join our exciting community on Skool; The Freedom Tribe

• Global Community Of Peers: CPAs, accountants, fractional CFOs, bookkeepers and finance professionals from all over the world sharing ideas, best practice and innovations with each other.
• Digital copy of Amanda's NEW BOOK, the Business Advisor Playbook: 300+ pages that will transform your approach and share the strategies you need to create, sell and deliver business advisory services.
• Digital copy of 500:200 Model™ Guide: My tried-and-tested formula for taking home at least 200K with business advisory revenue of 500K.
• 12 Days Of Business Advisory video series: that walks you through creating the perfect advisory offer.
• Hand Picked And Categorised episodes of the Business Advisor Podcast to accelerate your journey from a compliance-led to an advisory-led practice.

PLUS: There are a few other surprise bonuses that can be UNLOCKED once you are inside the community: Get Clients Course and 5 Day LinkedIn Challenge. Super excited to see you there, and looking forward to helping you achieve all that you want in life.

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This week’s episode is all about how less talking and more listening can transform you into a powerful, sought-after advisor. I shared how impactful advisory isn’t about dazzling clients with insights—it’s about creating space for them to hear themselves think.

I reflected on my work with advisors who believed their value came from being the smartest in the room. But the truth is, real connection comes from deep listening, not non-stop advice.

When advisors shift from expert mode to guide mode, they create safety, trust, and momentum. I shared James’ story—how he went from burnt-out expert to trusted guide simply by making space for his clients to speak.

I walked through how to become a better listener: choosing presence over performance, managing internal interference, using subtle signals to show engagement, and honouring silence as sacred space.

Listening is not passive—it’s leadership. And when you master it, your clients don’t just listen to you. They open up, lean in, and take action.

Key Takeaways:

1. Your value as an advisor comes from how well you hold space, not how much you say.

“Your value isn't how much you say; it's how well you hold the space.” – Amanda C. Watts

2. Listening is not passive—it’s a form of leadership that builds deep connection.

“Clients don’t need more noise and more to-do lists. They need someone who will really see them.” – Amanda C. Watts

3. Internal distractions during conversations prevent true connection with your client.

“Whilst your client is talking, if your attention is even slightly elsewhere, they will feel it.” – Amanda C. Watts

4. Small, intentional signals of listening create trust and open doors to deeper insight.

“It's about the subtle signals, the micro moments that tell your client, ‘I'm here; I'm with you.” – Amanda C. Watts

5. Silence is where breakthroughs happen, so resist the urge to fill every pause.

“Silence is where the gold lives… Some of the most powerful moments came after a long, quiet pause.” – Amanda C. Watts

Want more? Join THE FREEDOM TRIBE

Here's all the FREE BONUSES you'll receive when you join our exciting community on Skool; The Freedom Tribe

• Global Community Of Peers: CPAs, accountants, fractional CFOs, bookkeepers and finance professionals from all over the world sharing ideas, best practice and innovations with each other.
• Digital copy of Amanda's NEW BOOK, the Business Advisor Playbook: 300+ pages that will transform your approach and share the strategies you need to create, sell and deliver business advisory services.
• Digital copy of 500:200 Model™ Guide: My tried-and-tested formula for taking home at least 200K with business advisory revenue of 500K.
• 12 Days Of Business Advisory video series: that walks you through creating the perfect advisory offer.
• Hand Picked And Categorised episodes of the Business Advisor Podcast to accelerate your journey from a compliance-led to an advisory-led practice.

PLUS: There are a few other surprise bonuses that can be UNLOCKED once you are inside the community: Get Clients Course and 5 Day LinkedIn Challenge. Super excited to see you there, and looking forward to helping you achieve all that you want in life.

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Welcome back to the Business Advisor podcast— this week we’re diving into a game-changer for advisors: understanding client behaviour through the lens of the six human needs. This is part four of our soft skills series, and it’s all about going beneath the surface to uncover what really drives your clients.

I share how recognising these core needs—certainty, variety, significance, connection, growth, and contribution—can transform the way you lead conversations and build trust.  I walk through each need, explain how they shape behaviour, and offer practical questions you can use to uncover them in your conversations.

You’ll learn how to spot signs that a client’s needs are unmet and how to adjust your approach to support them more effectively. It’s not about meeting every need perfectly—it’s about awareness and emotional intelligence. 

Key Takeaways:

1. Understanding the six human needs allows advisors to see beyond surface-level behaviour and connect with what truly motivates clients.

 “When you understand what truly drives people beneath the surface, you can work with their real motivations, not just the goals that they say out loud.” – Amanda C. Watts

2. Clients resist change when their core needs aren’t met—not because they’re difficult, but because they feel unsafe or misunderstood.

“If a client has a very high need for certainty, they might resist new ideas simply because they feel unsafe, not because they're actually being difficult.” – Amanda C. Watts

3. Asking targeted questions helps uncover which needs are most important to each client.

“For significance, you could say, "What kind of impact do you want to be known for?’ These questions help uncover their deeper drivers.” – Amanda C. Watts

4. Recognising unmet needs early prevents breakdowns in communication and strengthens trust.

 “What shapes their behaviour, their decisions and even their resistance… You can step back and ask, which need isn't being met right now?” – Amanda C. Watts

5. Advisors don’t have to meet every need perfectly—but awareness allows them to guide clients more thoughtfully and effectively.

“Your role as an advisor isn't to meet every need perfectly… but being aware of what is happening underneath the surface, you can guide conversations more thoughtfully.” – Amanda C. Watts

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Here's all the FREE BONUSES you'll receive when you join our exciting community on Skool; The Freedom Tribe

• Global Community Of Peers: CPAs, accountants, fractional CFOs, bookkeepers and finance professionals from all over the world sharing ideas, best practice and innovations with each other.
• Digital copy of Amanda's NEW BOOK, the Business Advisor Playbook: 300+ pages that will transform your approach and share the strategies you need to create, sell and deliver business advisory services.
• Digital copy of 500:200 Model™ Guide: My tried-and-tested formula for taking home at least 200K with business advisory revenue of 500K.
• 12 Days Of Business Advisory video series: that walks you through creating the perfect advisory offer.
• Hand Picked And Categorised episodes of the Business Advisor Podcast to accelerate your journey from a compliance-led to an advisory-led practice.

PLUS: There are a few other surprise bonuses that can be UNLOCKED once you are inside the community: Get Clients Course and 5 Day LinkedIn Challenge. Super excited to see you there, and looking forward to helping you achieve all that you want in life.

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On this week episode, I explored one of the most essential soft skills for advisors – building real rapport with clients. Rapport isn’t about impressing someone or pushing them forward; it’s about walking beside them, understanding their world, and supporting them at their pace. When you build that trust, conversations flow more naturally, decisions become clearer, and results happen faster.

I shared how easy it is to accidentally break rapport, especially when we fall into the trap of unconscious competence – assuming clients should understand things as quickly as we do. But true advisory work means stepping into their perspective, listening deeply, and reflecting back what they’re truly saying.

I also shared a personal story about my daughter to illustrate how different perspectives can shift an entire environment – and why fighting those differences only breaks trust.

Finally, I offered practical tips to help advisors build stronger connections with their clients, because when you lead with rapport, transformation follows.

Key Takeaways:

1. Stepping into your client’s world builds trust faster than any polished pitch.  

"It's the difference between telling someone what they should see and actually stepping into their shoes to see it with them." – Amanda C. Watts 

2. Matching your client’s pace is where real connection happens.

"Don't rush to the finish line while they're still lacing up their shoes." – Amanda C. Watts 

3. Deep, respectful listening uncovers real challenges and creates meaningful breakthroughs.

"Don't just wait for your turn to speak. Truly listen to what they're telling you." – Amanda C. Watts 

4. Curiosity builds bridges, not walls, especially when a client’s perspective doesn’t make sense to you.

"Curiosity builds bridges, not walls." – Amanda C. Watts 

5. Reflecting back what you hear shows you’re paying attention and helps clients build confidence.

"Mirror back what you hear. It shows you're paying attention." – Amanda C. Watts 

Want more? Join THE FREEDOM TRIBE

Here's all the FREE BONUSES you'll receive when you join our exciting community on Skool; The Freedom Tribe

• Global Community Of Peers: CPAs, accountants, fractional CFOs, bookkeepers and finance professionals from all over the world sharing ideas, best practice and innovations with each other.
• Digital copy of Amanda's NEW BOOK, the Business Advisor Playbook: 300+ pages that will transform your approach and share the strategies you need to create, sell and deliver business advisory services.
• Digital copy of 500:200 Model™ Guide: My tried-and-tested formula for taking home at least 200K with business advisory revenue of 500K.
• 12 Days Of Business Advisory video series: that walks you through creating the perfect advisory offer.
• Hand Picked And Categorised episodes of the Business Advisor Podcast to accelerate your journey from a compliance-led to an advisory-led practice.

PLUS: There are a few other surprise bonuses that can be UNLOCKED once you are inside the community: Get Clients Course and 5 Day LinkedIn Challenge. Super excited to see you there, and looking forward to helping you achieve all that you want in life.

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