If clients casually let slip that they have concerns about an advisor’s fees or services, it’s time to get it together and keep them from leaving, according to InvestmentNews.

Clients rarely come right out and tell their advisor exactly how close they are to taking their assets elsewhere. The signals vary, depending on the client, and mentioning fees is just one of them, IN says. Ignoring an advisor’s suggestions indicates mistrust. Rescheduling meetings or failing to return documents may reflect a lack of engagement. Bad-mouthing an advisor to another staffer at the firm is a pretty strong sign the client needs a different advisor. And scaling back from phone calls to e-mail for service requests could signal disaffection.

Once advisors are aware of client dissatisfaction, it’s on them to enter what one IN source calls “service recovery mode.” That means giving a genuine apology, correcting the oversight and even offering a gift, like a bottle of wine or a donation to a charity of the client’s choosing. When done right, this approach can save a relationship and might even lead the impressed client to refer prospects in the future, the article reports.

In extreme cases, advisors don’t find out that a client is headed out the door until they receive an automated customer account transfer service (ACATS) notice. Advisors ought to speak with these clients as soon as possible and make it clear that their assets will be transferred in a timely fashion, according to InvestmentNews. However, if departing clients are willing to talk, advisors should try to learn what prompted their decision and suggest potential fixes. One advisor cited in the article was able to save clients this way. Even if they do go, telling clients they’re welcome to return just might work.