Page 36 - Part B

Information, Advice or Guidance

Some of the factors which could affect client choices include:

• A client lacking all the required information

Sometimes when dealing with a client, you may only be able to provide some of their
information, advice or guidance requirements. It is important to tell the client that
there is further information available, perhaps by signposting them to resources or
even arranging a referral. For example, a client approaching you on the customer
service desk may require more in-depth technical advice than you can provide.

The result of a client not being in possession of all the information is they may well
make a choice based on incomplete advice – one they would not have made if they
had the full picture at the time.

• A lack of understanding or a client embarrassed to ask questions

It can be difficult to remember that clients often come to you for advice, guidance
or information as you are seen as an expert. It is important to remember the client
may not understand the issue or situation, nor have the same technical level of
understanding as you. They can often be embarrassed to ask questions they feel are
too simple. The advisor, therefore, needs to make the client feel comfortable to ask
questions.

If a client makes a decision without the full information because of a lack of
understanding or because they were too embarrassed to ask questions, they may pick
an option they would not have chosen if they had been given all the information, and
understood the process fully.

Try and ensure the client is at ease and comfortable talking to you as an advisor.
Remember the body language tips in the earlier parts of the course and always explain
that you welcome questions - perhaps with phrases such as, “There’s no such thing as
a silly question”, or using positive praise such as, “That’s a great question”.

• Advisor bias

Bias was examined earlier in the course along with the importance of ensuring that
you offer impartial advice, guidance and information to your clients and ensure you
deliver your information in the same manner. It might be useful for you to explain
explicitly to your client that you have a range of options and have no preference for any.

• Lack of facilities

Some of your clients may lack access to facilities which would make their task easier
and provide them with background information, such as access to the internet or the
ability to comprehend long and complex forms. As a result, you should ensure that
if your advice, information or guidance relies on any of these, that you provide some
way of the client accessing them, perhaps in-house or via another service such as the
public library.

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