In a scenario with a difficult referred client, what is the appropriate action?

In a scenario with a difficult referred client, what is the appropriate action?

• A. You can suggest alternative strategies to Tess.
• B. You can suggest Tess talks to another planner in the office.
• C. Terminate the relationship in a nice way.
• D. You have no choice but to proceed because this is a referral client.

Answer: (C)

When a client relationship has become unworkable due to difficulties, the right course is to end the engagement in a respectful, professional manner. This preserves your ability to provide objective, quality advice for both parties and allows for a proper transition to someone better suited to help the client. By terminating nicely, you avoid compromising standards or continuing a relationship that isn’t in the client’s best interests, and you can offer to assist with a referral or smooth handoff. Pushing to proceed or suggesting only internal transfers isn’t appropriate when the working dynamic makes fulfilling fiduciary duties and delivering good service unlikely.

When a client relationship has become unworkable due to difficulties, the right course is to end the engagement in a respectful, professional manner. This preserves your ability to provide objective, quality advice for both parties and allows for a proper transition to someone better suited to help the client. By terminating nicely, you avoid compromising standards or continuing a relationship that isn’t in the client’s best interests, and you can offer to assist with a referral or smooth handoff. Pushing to proceed or suggesting only internal transfers isn’t appropriate when the working dynamic makes fulfilling fiduciary duties and delivering good service unlikely.