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Unfortunately, we still see many firms approach to this limited to not much more than a standard letter that begins "Dear client, we hope you are well. As you know, inflation last year was 2.7%...”
It's not who you might think...?
Okay, perhaps that’s a little rough, suggesting that clients deliberately conceal their real wishes or are plain dishonest about them, but maybe a fairer description would be mercurial – ‘tending to change mood suddenly’ according to the Concise OED.