When Clients Don’t Send Documents: How to Keep Meeting Prep on Track
In a perfect world, every client would send over their tax returns, 401(k) statements, and other requested documents exactly when we ask for them. But financial advisors know reality rarely looks like that. Sometimes documents arrive late, sometimes not at all. The challenge isn’t just about missing paperwork—it’s about keeping meetings productive and ensuring nothing falls through the cracks.
At Quivr, we built our CRM and Meeting Module with this reality in mind. Meeting prep isn’t just about a checklist of tasks; it’s about creating a process that allows advisors to move forward efficiently, even when things don’t go perfectly according to plan.
Must-Have vs. Nice-to-Have Items
The first step is recognizing that not every prep item holds the same weight. There are “must-have” items—like scheduling the meeting itself—that are essential before a conversation can even take place. Without those, the meeting can’t move forward.
Then there are “nice-to-have” items—documents or questionnaires that improve the quality of the meeting but aren’t mandatory. If a client doesn’t provide their tax return ahead of time, you can still meet and cover other priorities like cash flow, insurance, or investment planning. Classifying prep items this way keeps you from stalling unnecessarily.
Keeping the Process Moving
Quivr’s Meeting Module helps firms organize prep and follow-up by role, ensuring CSAs, paraplanners, and advisors all know what’s on their plate. But what happens when clients don’t respond to requests?
Instead of letting incomplete items clog up the workflow, advisors can use three reliable methods inside Quivr to document and track them:
Tasks: If something important is missing, turn it into a task with clear ownership and a due date. That way, it won’t be forgotten and can be escalated appropriately.
Agenda Items: Adding the missing item to the meeting agenda ensures it comes up in conversation, allowing advisors to remind clients in person.
Notes Since Last Meeting: This catch-all field is perfect for memorializing outstanding items, so nothing disappears from view.
By placing the item in one—or all three—of these areas, advisors can move forward with confidence that the issue won’t be lost.
Balancing Process with Flexibility
Financial advisors thrive on process, but clients are people, and people rarely follow a process perfectly. That’s why it’s important to build flexibility into meeting prep. Advisors should feel empowered to deviate when necessary, knowing they can still accomplish their objective of having a productive client meeting.
Some firms adopt a “three strikes” approach: ask for the document once, follow up a week later, and then again a couple of weeks after that. If there’s still no response, it’s time for a phone call or text to uncover what’s going on. Often, clients have a simple explanation—they were traveling, overwhelmed, or just forgot. The key is closing the loop in a way that keeps momentum without sacrificing client trust.
Never Let Things Fall Through the Cracks
At its core, meeting prep is about readiness. Even if every item isn’t completed, advisors can still run efficient, valuable meetings by using Quivr’s tools to track what’s missing and where it stands. Whether it’s a must-have task or a nice-to-have document, the goal is the same: don’t let anything disappear, and don’t let small obstacles stop progress.
By leaning on agendas, tasks, and notes, advisors can maintain both accountability and flexibility—ensuring clients always experience a well-prepared meeting, even when life doesn’t go according to plan.
