What are your clients really feeling during a transition—and how can advisors reduce stress while strengthening trust?

In this episode of Advisors Off Script, Shelby Nicholl is joined by Libby Greiwe, founder of The Efficient Advisor, to explore the psychology clients experience during onboarding and firm transitions. Libby shares how building systems through the lens of client experience—not just efficiency—can dramatically improve retention, confidence, and long-term loyalty.

You’ll learn why transitions often trigger client anxiety, how expectation-setting and communication lower friction, and how advisors can use re-onboarding, process design, and “remarkable moments” to deepen relationships. Libby also shares insights from Schwab IMPACT, practical ideas like paperwork parties and progress tracking, and how AI tools are helping advisors reclaim time without sacrificing personalization.

This episode is a must-listen for financial advisors looking to scale their practice, improve client experience, and build a business—and life—off script.

Hosted by Shelby Nicholl. Produced and edited by Aaron Sherman. Operations and Guest Coordination by Shelly Hadel.