Summary: I would like to move my accounts,” says the voice on the phone. Your stomach drops and you instinctively want to defend yourself and your firm. “Why?” you finally manage to whisper. Through the rest of the conversation, you struggle to understand the communication disconnect—to explain, defend or even try to persuade the client to stay.
 We fire difficult clients; why not graduate the ones who have accomplished what they set out to do? When it’s over, it’s over..”Deena Katz, associate professor in the personal financial planning department at Texas Tech University, and partner in Evensky & Katz |
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