 To win a client’s trust after a disappointment, the apology has to be “a genuine expression of remorse” that presents a plan for avoiding such mistakes in the future."Scott Budge, RayLign Advisory |
The Dynamics of Saying "I'm Sorry" to Clients
Tom Coyle | Financial Advisor IQ, April 2014
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Summary: People make mistakes. And when the mistake maker is a financial advisor, and the error affects a client, experts say a clear and unambiguous apology is called for. The rewards are easy: client loyalty and trust that goes on for years to come,” writes Xenos. “Also, it helps you as an advisor clear your conscience and feel truer with the relationship.
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