Why this matters
Transition success is rarely about one big moment. It’s the accumulation of dozens of small, high-stakes decisions made under time pressure. This playbook is designed to reduce uncertainty, protect client continuity, and help you move from “considering” to “executing” with confidence.
Core questions (and what clients really mean)
Each question has an emotional subtext. Answer both the facts and the feeling.
- Why are you leaving?
- Is my money safe?
- Are my fees changing?
- Do I need to do anything?
- What changes for me?
Your ‘one-page’ FAQ structure
Keep it tight so clients actually read it.
- What’s happening
- What stays the same
- What you need to do
- Timeline
- Contact info
Pro tip: When you answer FAQs, start with the client benefit (options, fees, technology, service), then explain the “model” at a high level. If you have multiple enhancements to share, consider a short client video to reduce confusion.
Related: Transition Client Messaging Toolkit
