Andrés, a seasoned advisor, liked being prepared. In his discovery meetings, he opened with confidence: a polished agenda, a complex tax report, a perfectly tuned software walkthrough.
Fifteen minutes into this one, the prospect had barely spoken. They smiled politely, nodded occasionally, but their body language said something else, hands still, gaze flicking between screen and advisor, a hesitation in every response.
Andrés realized they hadn’t asked a single question. They weren’t lost. They were disconnected. He’d led with tools instead of trust.
In discovery meetings, software is part of the landscape. But when it dominates the room, it can flatten the conversation. Tools should support insight, not replace human connection. Andrés knew the math. But in that moment, what he needed was curiosity.
The key? Talk first. Tech second.
Step 1: Lead with curiosity, not calculations
When advisors start with a screen share, they assume that competence means leading with data. But it’s warmth, not data, that earns the right to advise.
Instead of saying:
“Let me show you a tax projection for different withdrawal strategies,”
Try:
“When you think about taxes in retirement, what’s your biggest concern?”
This shifts the focus from data to dialogue. Prospects engage emotionally first and logically second. Numbers should support the conversation, not lead it.
Step 2: Make it visual, and make it make sense
Advisors bring value when they make the future visible and the path understandable. Use simple visuals. Adjust inputs in real time. Limit the tech to short, focused moments.
For example:
“Let’s see what happens if you claim Social Security at 62 versus 67. Which scenario feels more aligned with your goals?”
Step 3: Translate numbers into meaning
Most prospects don’t care how the software works. They care what it means for their lives.
Try this framework:
- Show the numbers
- Explain them in plain language
- Connect the insight to a real decision
Example:
“This shows that if you withdraw from your taxable account first, you may reduce your overall lifetime tax burden by $80,000. Would you like to explore this further?”
Step 4: Time your tech for when the moment’s right.
The best time to introduce software is after the prospect has shared their concerns. Leading with it too early can derail connection.
Try this flow:
- Start with a conversation: “What’s your biggest worry about retirement income?”
- Introduce the software as a tool: “Let’s explore that with a quick model.”
- Keep it interactive: “What if we adjusted this? How does that feel?”
Andrés’ misstep? Jumping to the software too soon.
The problem isn’t the tech. It’s the timing.
Common tech missteps, and how to fix them
1. Too much data too soon
Wrong: “Here’s a 12-page report on your tax strategy.”
Better: “Let’s compare two strategies visually so you can see the impact.”
2. Letting software do the talking
Wrong: Clicking through calculations while the prospect listens passively.
Better: Pause and ask, “What are you thinking when you see this?”
3. Tool overload
Wrong: Jumping between multiple programs in a single meeting.
Better: Stick to what answers their most pressing question.
Keep software in service to the story
Technology can elevate your discovery meetings, but only when it follows your curiosity, not your agenda. Advisors who lead with empathy and ask better questions find that software becomes a bridge, not a barrier.
Use tech to highlight, not hijack. Keep the screen behind the scenes until the prospect feels heard. Then, and only then, bring it forward to help them visualize options and explore decisions in real time.
Used this way, software clarifies rather than overwhelms. And the result? Conversations that build rapport, invite honesty, and earn the right to advise.
Thoughts to carry forward
- Leading with software can alienate prospects. Start with human connection, not data.
- Use technology sparingly and interactively to clarify, not dominate, the conversation.
- When software serves the story, it strengthens rapport and reveals deeper priorities.