An ability to involve the client in informed choices
As a professional debt adviser, you should always try to involve the client, ensuring that they understand the implications of their situation and the steps you advise be taken. You can assist the client to make an informed choice by giving them all their available options and explaining the consequences before anything is done. Do not assume that a client is seeking a particular outcome, but establish what they want, and recognise that it may not necessarily be realistic or achievable.
Many advisers tend to put pressure on themselves to solve their clients’ problems, and clients’ expectations can add to this. Although advisers should always do the best they can for their clients, there may be times when the options are limited because matters have simply gone too far, and you cannot make the problem go away.
You should not feel that you have somehow ‘failed’ the client if you cannot make a problem go away, as they are still likely to need support in other ways.
Many debt cases involve distressing facts that can affect you and how you feel. Make sure you can share and discuss these sorts of issues with colleagues and you supervisor/manager.