Letter to clients/customers communicating a change

Purpose:

• To plan and write a letter that communicates unexpected and unwanted change.
• To communicate the change (internally or externally) in a way that demonstrates empathy and understanding of the potential/likely challenges;
• To build confidence in the organization's ability to respond and adjust successfully.

Scenario:

You are a financial advisor, and you've been in a leadership role in your organization for the past ten years.Employees and clients have come to depend on you for your ability to meet demands, timelines, answer their questions and resolve their problems.Many have told you that you're the reason they continue to work at or deal with the company.You have accepted a new position with a different organization in another city.You will meet with your staff to deliver the news, but must prepare a letter to your clients.How will you deliver the news and build confidence in the company you are leaving?

Write a 300 to 500-word letter to clients advising that you have accepted a new position with another company and will be leaving the province;

• Consider how your clients are likely to respond to this news;
• Provide an appropriate response that addresses your clients' need for information (and, possibly, reassurance).

Consider:

• Will you give a brief explanation as to why you are leaving the organization?
• What might you say to help them transition to a new financial advisor?
• How will you conclude and bring closure to the relationship?