When—and How—to Apologize to Clients

Summary: Some argue that it’s never a good idea for an advisor to apologize, particularly when the mistake in question touches on areas of competence or diligence. Doing so can expose advisors and their organizations to increased legal liability. In addition, acknowledging mistakes can raise doubts in clients’ minds regarding advisors’ expertise and professionalism. Clients don’t want apologies—they want results.