How to Answer: Tell me about a time you had to break bad news to a client.
Advice and answer examples written specifically for a BlackRock job interview.
9. Tell me about a time you had to break bad news to a client.
Why the Interviewer Asks This Question
This question is a test of your communication skills. More specifically, they want to know how diplomatic you would be in your approach with their customers and to what degree your conduct is guided by integrity, empathy, emotional intelligence, and active listening. As they clearly state on their website, when it comes to good communication, "Transparency and accountability are critical."
Written by Kevin Downey on May 9th, 2023
What You Need to Know
HireVue's assessment model will evaluate your communication skills in how well you deliver your response. It is common for someone who is nervous to speak fast and rush through their answers. So remain calm and relaxed, and communicate professionally, as you would with your peers. Moderate your tone, and speak smoothly, while avoiding speaking too fast or taking long pauses while you try to find the right words. Avoid crutch words, such as 'like' and 'um.'
Written by Kevin Downey on May 9th, 2023
Tips
Choose your words carefully. Look up terms that you feel best apply to you or are naturally part of your vocabulary. Use professional adjectives to describe yourself and your situation, such as career-focused, ambitious, persistent, genuine, patient, enthusiastic, disciplined, and passionate. Doing so will aid in presenting yourself as a clearer communicator and more of a professional.
Written by Kevin Downey on May 9th, 2023
Experienced Example
"Last year, I had a client who was high maintenance in that they were always looking for a quick investment flip, chasing the get-rich-quick gamble. On most occasions, I was able to caution against such approaches, and they'd listen. But last year, their associate gave them a tip to buy into quite a bit of a risky stock. I discouraged it, but they refused to listen. As it was their money, I did what I was told, and at first, it paid off. They reached out with another tip and demanded I reinvest most of their funds in a similar scheme, and I cautioned against it again, yet they suddenly trusted this associate more than me as their trusted advisor. Well, this second gamble didn't go well, and they lost quite a bit of their capital overnight. I reached out with empathy and transparency and broke the bad news. They didn't take it well. They accused me of not cautioning them more, asking me why I let them make the biggest mistake of their life. I listened, empathized with them, and I came up with a long game plan to rebuild some of their wealth. Their finances are still on the road to recovery. But now I use this story as a cautionary tale for any other clients who come to me with a risky tip from some associate of theirs."
Written by Kevin Downey on May 12th, 2023