There’s a moment in every new client relationship that most advisors completely overlook.
The paperwork is signed. The accounts are in motion. Everyone is excited about what’s ahead. And then… the client’s old advisor calls.
Sometimes it’s a gracious goodbye. Sometimes it’s guilt. Sometimes — as one of our clients recently experienced after transferring from Ameriprise — it’s a full-on confrontation. Her previous advisor called and berated her for leaving.
She was blindsided. And honestly? So was I.
That experience made me realize: we spend enormous energy designing a beautiful onboarding experience, but we leave clients completely alone to navigate the most emotionally charged part of the transition — the breakup.
So we fixed that.
With help from Libby Griewe, we added something to our onboarding packet that we now call The Advisor Breakup Script. It’s exactly what it sounds like: a ready-to-use email template clients can send to notify their previous advisor that the paperwork is coming, along with a handful of short response scripts for the most common pushback scenarios.
The results surprised me. Clients were relieved. Some were nearly emotional about it. People don’t know what they’re supposed to say — and the not-knowing was quietly weighing on them. Giving them the words removed a real barrier, both emotional and logistical. We also believe it’s contributing to faster account transfer timelines.
Here’s what we send them:
Hi [Client],
I wanted to follow up and make this part of the transition as easy as possible for you. Below is a simple email template you can use to notify your previous advisor(s) that you’ve decided to move forward, and that paperwork will be coming from our office.
Feel free to use it as-is, mix and match the language, or let me know if you’d like me to tailor it to your situation. I’ve also included a few short response scripts at the bottom in case anyone pushes back, asks to meet, or questions your decision.
We’re excited to work with you and build on the foundation you’ve already put in place.
Warmly, Morgan
SUBJECT: Account Transition Notice
Dear [Advisor’s Name],
I wanted to let you know that I’ve decided to transition my accounts to Park City Wealth Advisors. You should be receiving paperwork from their office shortly.
Thank you for the work we’ve done together over the years. I appreciate your support and wish you all the best.
Sincerely, [Client Name]
If they criticize the decision or the new advisor: “Thank you for sharing your perspective. I truly appreciate everything we’ve done together. At this time, I’m comfortable moving forward with Park City Wealth Advisors and their recommendations.”
If they ask, “What did I do wrong?” “You didn’t do anything wrong at all. I’m very grateful for the foundation we built together. This decision is about the next phase of my life and building on that foundation.”
If they ask to meet or try to retain you: “Thank you so much for the offer. I’ve already made the decision to move forward, but I truly appreciate the time and support you’ve given me.”
Try it. See if it speeds up your transfer process — and watch how your clients respond when you hand them something they didn’t know they needed.
The best onboarding experience isn’t just about your firm. It’s about making the entire transition feel handled.
