Providing guidance at the right time and in the most appropriate way has never been so important according to Sharon Trinder, compliance director at Mortgage Advice Bureau. Speaking on Accord’s latest Growth Series podcast, Trinder emphasised how essential it was that advisers look for characteristics and listen for key words in all interactions and treat each customer differently based on their individual needs. Trinder admitted she was concerned about labelling vulnerable customers as there is a danger of assumptions being made. Sharon recommends advisers need to be extra alert to signs of vulnerability and giving clients the opportunity to talk naturally about their current situation, simply by asking how they are and how the past few months have impacted them.