How Can I Resurrect an Angry, Lost Client?

Beverly Flaxington is a practice management consultant. She answers questions from advisors facing human resource issues. To submit yours, email us here.

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Dear Bev,

We had a client leave recently who worked with one of our long-time advisors. The client had been with us for more than 15 years. When she left, I called her to ask if there was anything we could have done differently or better. I told her how disappointed I was to lose her as a client.

In response, she unleashed a torrent over the phone.

The gist of the conversation was how disappointed she was that we’d never “cared” or reached out to her children. She has been long divorced (before she came to work with us), so we never knew her husband or dealt with that aspect. Her four children are grown – ranging in age from 19 to 27.