Misunderstandings are inevitable in any long-term client relationship, but they do not always have to result in a permanent breakdown. Three advisers tell Professional Adviser how they have responded when trust has been fractured and what it really takes to repair the damage.
Listening over defending When Natasha Percy-Baxter took ownership of a financial advice practice in 2023, she was immediately faced with a challenge: many of the clients she inherited were disillusioned. "Quite a lot of clients were feeling very disgruntled, having not been seen for quite a few years, or for some, not since they had been signed up as a client," the founder of PercyBaxter Wealth Management explained. Her approach was to resist the instinct to explain or defend and instead listen. "It is natural to become defensive when a client is unhappy but that doesn't resolve any...
To continue reading this article...
Join Professional Adviser for free
Signup and gain exclusive members-only insights
- Unlimited access to real-time news, industry insights and market intelligence
- Stay ahead of the curve with spotlights on emerging trends and technologies
- Receive breaking news stories straight to your inbox in the daily newsletters
- Make smart business decisions with the latest developments in regulation, investing retirement and protection
- Members-only access to the editor’s weekly Friday commentary
- Be the first to hear about our events and awards programmes
