It goes without saying that clients need much more than a stock picker when it comes to a financial advisor. In this era of AI adaptation, the human element has come to the forefront as the key value that advisors bring to their work with clients.
In this installment of “Patent Perspectives,” we sat down with Pat Hynes, President of Prudential Advisors, to hear his views and experience on how firms can give time back to advisors to be personal and authentic for their clients and what advisor-client connection looks like across various demographic communities.
In addition, he unpacks what the phrase “above and beyond” means for advisors giving personal client service that deepens the relationship.
WSR: What are some things Prudential Advisors is doing to give advisors more time to focus on their clients?
Hynes: One of the most valuable things any financial advisor can give their clients is time — time to listen, understand their goals and help them navigate life’s biggest decisions. Yet, in our industry, so much of an advisor’s day can get consumed by administrative tasks, paperwork and processes that are important, but don’t directly add value to the client relationship.
That’s why one of the most important trends we’re seeing is the use of digital tools and AI to give advisors time back. The goal isn’t to replace the personal side of advice — far from it. What technology can do is take care of the things that slow advisors down: streamlining forms, automating compliance steps, organizing client information and even helping identify new opportunities.
At Prudential Advisors, we’ve made this a major focus. We know that clients want advice from someone they can trust, and our job is to clear the path so our advisors can deliver it. By reducing friction in day-to-day work, advisors can dedicate more energy to where they make the greatest impact: strengthening client relationships and offering guidance that helps families and businesses move forward with confidence.
The firms and advisors that will stand out in the years ahead are those who find the right balance — embracing technology for efficiency while preserving the human connection that sits at the heart of advice. That’s the balance we’re committed to because that’s what clients value most.
WSR: Beyond tools and technology, how do you help advisors make connections with clients and prospects in different communities throughout the country?
Hynes: Financial advice is personal — it only works if it reflects the realities of the people it serves. That means advisors need to be able to connect with clients not just on a financial level, but also in ways that reflect their community, culture and lived experience.
Across the country, clients come from every background imaginable, and advisors who can meet them where they are have a real advantage. It’s not just about speaking the same language or living in the same community — it’s about understanding what matters most to that client and what financial security looks like for them.
This is an area where Prudential Advisors has put real focus. We’ve developed programs to help advisors better serve African American and Hispanic families, as well as veterans and service members. These aren’t marketing initiatives; they’re designed to deepen advisors’ understanding of the unique financial needs, challenges and opportunities within these communities. When an advisor can show up with that perspective, the advice feels more relevant, and trust builds faster.
There are still many people in this country who haven’t traditionally had the same access to financial guidance.
It’s also worth noting that connecting with communities isn’t just a growth strategy — it’s about broadening access to advice. There are still many people in this country who haven’t traditionally had the same access to financial guidance. Advisors have the ability to change that, and the firms that support them play a key role in making it possible. The advisors who thrive will be those who can connect authentically — not with a script, but with a genuine understanding of the people they serve.
WSR: What does it look like to go “above and beyond” for clients?
Hynes: If you talk to advisors anywhere, one of the common threads you’ll hear is just how personal this work becomes. Yes, it’s about financial planning, retirement or insurance — but at its core, it’s about being there for people during some of the most important and often most difficult moments of their lives.
That’s why the phrase “above and beyond” comes up so often in our industry. Advisors regularly work nights or weekends, spend extra time walking a family through tough decisions or step in to ensure a claim is processed quickly. For most advisors, that level of commitment isn’t seen as optional — it’s simply part of the responsibility of being a trusted professional.
At Prudential Advisors, we see this every day. I hear stories constantly about our people showing up for clients in ways that go far beyond the transactional side of the job. It’s not about selling a product; it’s about earning trust, showing empathy and being the steady hand when clients need it most.
What clients should expect is a relationship built on consistency and care.
What clients should expect — and what we encourage in our advisors — is a relationship built on consistency and care. Financial strategies may change as life changes, but the advisor’s role as a partner doesn’t. That’s the real measure of going above and beyond, and it’s what makes this work so meaningful.
Julius Buchanan, Editor in Chief at Wealth Solutions Report, can be reached at julius.buchanan@wealthsolutionsreport.com.
