My Essential Dos and Don’ts of Working with UHNW Clients
I was recently asked what makes estate management unique as a career. And while the beautiful properties and multi-faceted and ever-changing work days are big factors, for me, it’s who we work with that makes our job so special.
Managing relationships with ultra-high-net-worth (UHNW) individuals is a singular and rewarding challenge. These clients have high expectations and demand a level of professionalism, discretion, and attention to detail that goes beyond the ordinary.
But don’t be daunted; to help you excel, here are my own essential dos and don’ts of working with UHNW clients.
The Dos
Privacy: paramount
Always maintain strict confidentiality about all aspects of their lives, as well as the lives of other UHNW clients you may work or interact with.
Use secure systems to handle sensitive information.
Be Proactive
Anticipate their needs before they ask.
Offer solutions to potential issues without waiting for direction.
Communicate Clearly and Consistently
Provide regular updates that are concise and focused.
Adapt to their preferred cadence and communication style, whether formal or informal.
The Devil is in the Detail
Keep a record of their preferences, from favorite brands to daily routines.
Double-check every task to ensure flawless execution.
Build a Network that’s up to UHNW standards
Collaborate with reliable, top-tier service providers.
Vet vendors carefully to meet your client’s expectations for quality and discretion.
Show Cultural Sensitivity
Learn about their cultural background to respect traditions and customs.
Adapt to specific practices, such as holiday observances or dining etiquette.
Maintain Professional Boundaries
Be approachable and empathetic without becoming overly familiar.
Respect their space and personal time while remaining available for urgent needs.
Stay Organized
Use tools and systems to track schedules, expenses, and tasks efficiently.
Keep meticulous records and paper trails to avoid oversights.
And on the other side of the coin…
The Don’ts
Don’t Breach Confidentiality
Avoid sharing client details with external parties, even in vague terms.
Never post photos or discuss their personal lives without explicit permission.
Don’t Overpromise
Set realistic expectations about what you can deliver.
Underpromise and overdeliver to build trust and manage expectations.
Don’t Assume Preferences
Always confirm their specific likes and dislikes instead of guessing.
Ask thoughtful questions to ensure alignment with their needs.
Don’t Become Too Familiar
Maintain professionalism in all interactions.
Avoid overly casual behavior or crossing personal boundaries.
Don’t Ignore Feedback
Take their critiques as a blessing and implement changes promptly.
Show that you’re adaptable and focused on meeting their expectations.
Don’t Neglect Small Tasks
Even seemingly indulgent or minor requests are important and deserve your full attention.
Overlooking details can erode trust over time.
Don’t be Flashy
Avoid actions that make your role or status more visible than your client is comfortable with.
Blend into the background during public appearances or events.
Don’t Rely on Verbal Agreements
Document all agreements and tasks to avoid misunderstandings.
Ensure there’s a clear written record of expectations.
Uniquely high standards for unique clients
Working with UHNW clients is nothing short of an art, one that requires skill, discretion, and a commitment to excellence. By following these dos and don’ts, there’s no need to feel daunted, you can instead enjoy the thrill and satisfaction of having extraordinary individuals as trusted and trusting clients.
Success in our line of work lies in the details. When you nail them, you’re not just meeting expectations—you’re exceeding them in ways that elevate your client’s experience and level up your career.