"I do not trust advisors": how to respond
This objection can feel personal, but it usually comes from a past experience or from what the client has heard. You cannot argue someone into trust. You can show it, step by step, through openness and by letting them stay in control.
This guide describes general principles based on EU rules (GDPR, the ePrivacy Directive and the Insurance Distribution Directive). National law differs between countries, so check the rules in your country and your client's country. Your firm's own procedures and the rules that apply to you decide what is required; the guide is general information, not legal advice.
Why clients say this
Distrust is rarely about you. It is a reasonable caution that comes from somewhere.
- A bad experience with a previous advisor or a policy that did not match expectations.
- A feeling that advisors are paid to sell, not to help.
- Stories from friends, family or the media.
- A lack of clarity about how the advisor is paid.
How to approach it
Do not defend the profession. Listen, be open about how you work and make it easy for the client to check things for themselves.
- Let the client explain where the distrust comes from, and do not interrupt.
- Acknowledge it as understandable without agreeing that every advisor is bad.
- Be open about how you are paid and what you can and cannot offer, in line with your obligations.
- Invite the client to read the documents, compare and take their time.
Three example responses
These are starting points, not scripts. Put them in your own words and fit them to what the client has actually told you.
Listen first
- Example response
- "That is a fair thing to feel. Would you tell me what happened, or what made you cautious? I would like to understand it."
- Why it works
- Being heard lowers defences, and the client's story shows what trust means to them.
Be open about how you work
- Example response
- "I can explain how I am paid and what I can and cannot do for you, so there is nothing hidden. Please ask me anything you like."
- Why it works
- Openness about the commercial relationship is more convincing than assurances.
Hand control to the client
- Example response
- "You do not need to decide anything today. Take the documents, compare them and ask other people. I would rather you feel certain than hurried."
- Why it works
- Giving control and time shows there is no pressure.
Mistakes to avoid
Anything that sounds like a sales trick will confirm the distrust.
- Saying "you can trust me" instead of showing it.
- Criticising other advisors or the client's earlier decisions.
- Using testimonials, numbers or guarantees you cannot back up.
- Hiding or glossing over how you are paid.
- Moving quickly to the offer.
How to practise it
Trust comes across in tone and pace as much as in words, which is why practising aloud helps.
- Set up a short call in which the AI client raises this objection ("I do not trust advisors").
- Answer out loud, not in your head. The first spoken attempt shows where you hesitate.
- Replay the call and mark the moment you started to defend yourself. Try that moment again with a question instead.
- Repeat with two different client moods, for example friendly and sceptical, until the response sounds like you.
Frequently asked questions
Is the client attacking me personally?
Usually not. It is more often a general caution. Treating it calmly rather than defensively is what helps.
Should I say I am different from other advisors?
Avoid it. Showing openness through your actions is more credible than claiming to be better.
How do I talk about my remuneration?
Honestly and in line with your obligations. Rules differ by country, so follow the ones that apply to you.
Can I use client testimonials?
Only real ones that you have permission to use. Never invent them, and never promise results.
How can I rehearse this?
Run a voice call with an AI client who distrusts advisors, answer out loud and replay it. The practice is for your own training and not for evaluating employees.
Practise this objection out loud
Try it with a voice AI client and replay your own call afterwards. The Free plan includes 3 voice calls a month of up to 5 minutes each; a pilot is available for teams. DIRI AI is for training and coaching, not for evaluating or ranking employees.