I got asked a really good question last week about client engagement and how to communicate to existing clients that they would now be managed by a new review adviser.
“How can I do it without the client feeling fobbed off?“
I’m not sure you can completely eradicate the possibility. It’s inevitable that the thought will cross some clients’ minds
However, it’s also absolutely essential that senior advisers are able to do it. At some point, if you are serious about growing your business (for example, you’re working with a business coach for financial advisors who’s pushing you…), you’re not going to be able to look after everyone.
Making the Client Meeting a Non-Event
What I’ve seen work through my advisor coaching frameworks is simply making it a non-event.
By treating the transition naturally, the client meeting becomes less about a handover and more about continuing trusted service.
I’d suggest there is no need to draw special attention to it. It’s not the changing of the guards at Buckingham Palace. Instead;
- Start by introducing the new adviser in person at the earliest possible opportunity.
- Help the new adviser find reasons over a period of months to make proactive contact.
- When an inquiry from the client comes through, have the new adviser follow it up instead of you, possibly using the script “So-and-so isn’t in the office for the next couple of days, so I wanted to make contact and find out if it was something I could assist with“.
Building Trust Through Engagement
At the next face-to-face client meeting or Strategy Update, the new adviser should be there—ideally leading a portion of the session. This creates a sense of continuity and allows clients to feel engaged.
If the new adviser is the right hire for your business, the outcome will be that the client begins to see them as a key contact. This is what advisor coaching strategies encourage: easing transitions through authentic, relationship-based client engagement.
That’s when the time is right to communicate the change in management, knowing that the relationship is already semi-established.
The Role of Coaching in Smooth Handover
Ultimately, any good handover is about addressing the key fear that clients have: that the ‘unknown quantity’ will not be up to scratch.
This is where having some who can help through advisor coaching can really make a difference. It’s an extra pair of eyes on a situation from someone who may be able to make it easier.
Coaching helps advisers navigate emotional nuances and prepare both clients and teams for seamless transitions. Many business coaches for financial advisors emphasize this soft skill development as part of a broader growth strategy.
To alleviate client concerns, ditch the idea of drawing a line in the sand. Instead, allow a relationship to form naturally—without the pressure that comes with a sudden handover.
