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Don’t leave! Stop clients from walking, or at least learn trying

Professional Planner Article 27th Feb 2017


The path the adviser should follow when a client wants to leave the firm depends on the relationship. But, Peter Horsfield from SMART Advice says, best practice is to approach the situation with an open mind and as a learning process.

Clients have many reasons for leaving their adviser,” Horsfield says. “These can include a change in their financial situation or in their relationship or career.”

He recommends phoning clients as soon as you know they are leaving, to find out why.


The conversation may lead to the client remaining, or minimise a run of other clients leaving. This would be particularly important if clients are departing the business after the firm has recently bought a new practice,” he says.

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