This is one of the most personal business relationships a person can have, and while it’s likely more comfortable for an advisor to communicate via email, that’s a mode of communication that also keeps clients at arm’s length. If an advisor meets with or calls a shaky client and says, “I owe you an apology. I have not been listening to you or servicing your account the way you want me to; I’ve been reacting in a defensive and dismissive way,” and explains that he or she wants to figure out what’s best for the client going forward—even if it’s moving the portfolio to another advisor—then the client might pause and pay attention.
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