Every professional adviser has experienced it.
The carefully prepared meeting. The agenda is clear. The technical advice is sound. Then, just as the conversation reaches the subject that really matters, the client changes direction.
“We’ll deal with that another time.”
Whether it’s discussing inheritance, planning for incapacity, involving adult children or deciding who will ultimately inherit a family business, the most important conversations are often the easiest to postpone.
Research commissioned by us here at Mattioli Woods suggests this is far from unusual. More than one in three people (36%) have never discussed inheritance with their family, despite recognising its importance.
Why do clients avoid these conversations?
Professionals often assume it’s because the subject is technically complex. More often, it’s because it’s emotionally complex.
Talking about inheritance means acknowledging mortality. Planning for incapacity means imagining a future where independence may be lost. Business succession means confronting the possibility of stepping away from something built over decades. Clients aren’t avoiding the technicalities. They’re avoiding what the conversation represents.
Recognising that distinction changes how we advise.
Three ways to start the conversation
Rather than waiting for clients to raise difficult topics, try reframing the discussion.
1. Start with change, not death.
Instead of asking, “Have you updated your Will?”, ask: “What’s changed in your life since you last reviewed it?”
Marriage, divorce, grandchildren, retirement and business sales often provide a more natural starting point than inheritance itself.
2. Talk about certainty, not tax.
Clients rarely lose sleep over tax legislation. They worry about whether their family will be looked after.
Framing conversations around outcomes rather than tax often leads to more meaningful discussions.
3. Focus on the people, not the paperwork.
A Will, Lasting Power of Attorney or succession plan is only part of the picture. The more important question is:
“If something happened tomorrow, would your family know what you wanted – and why?”
The review gap
One finding from our research stood out.
While 68% of people believe their Will is up to date, only 29% have reviewed it following major life events such as marriage, divorce or becoming grandparents. That’s a powerful reminder that confidence and currency are not the same thing. Clients often believe they have a current plan when, in reality, their circumstances have moved on.
For advisers, that’s an opportunity.
Life events should be viewed as review triggers – not simply administrative milestones.
Better conversations create better outcomes
Solicitors, accountants, mortgage brokers and financial planners all engage clients at pivotal moments.
A house purchase. A business sale. A retirement. A bereavement. A tax return. Each interaction creates an opportunity to ask one question that goes beyond the immediate transaction. Those conversations frequently uncover wider planning needs and open the door to collaboration between professional advisers – ultimately delivering a better outcome for the client.
One conversation can change everything
Clients rarely remember every piece of technical advice they’ve received. They do remember the professional who helped them have a conversation they’d been putting off for years.
Sometimes the greatest value we provide isn’t another recommendation.
It’s giving clients the confidence to talk about the things that matter most.
