PA360: 'Clients crave certainty, not solutions' – advisers urged to listen harder

Speaking at the PA360 conference 2025, Hoskin said too many firms rely on expertise and technical knowledge without recognising that clients need emotional certainty as much as financial answers. "This is a heavy profession," she told delegates. "Are you really listening to your clients? Are you paying attention to their body language, or are you simply waiting for your turn to speak?" Hoskin, who has worked with advice businesses for more than 25 years, said advisers should shift away from rigid fact-finding and lean into empathy and vulnerability to build deeper trust. "Clients w...