The enduring value of face-to-face meetings in trustee services: balancing personal interaction with digital convenience

Written by Eleanor Yip, Head of Trust Teams, Equiom Corporate Services (Hong Kong) Limited

The importance of face-to-face meetings in trust administration  

Introduction  

Trustees play a pivotal role in estate and succession planning, ensuring that assets are managed and distributed according to the wishes of the settlor and the deceased. Their responsibilities include navigating complex legal requirements and addressing the concerns of beneficiaries. 

 In recent years, the trend towards virtual meetings has transformed how trustees interact with clients. While virtual meetings offer convenience and flexibility, they may lack the personal touch necessary for sensitive discussions. This article explores the enduring value of face-to-face meetings in trustee services, highlighting how in-person interactions can build trust, understand family dynamics, and enhance communication. By examining case studies and comparing the outcomes of virtual versus in person meetings, this article aims to underscore the importance of maintaining personal connections in estate planning.  

The Value of Face-to-Face Meetings  

Building trust and rapport with clients: Face-to-face meetings are fundamental in establishing trust and rapport between trustees and their clients. Personal interactions allow trustees to demonstrate their commitment and reliability, which is crucial in managing sensitive matters like estate planning. When clients meet their trustees in person, they can gauge their sincerity and professionalism more effectively, fostering a stronger, more trusting relationship.  

Understanding the nuances of family dynamics and individual concerns: Estate planning often involves complex family dynamics and deeply personal concerns. In-person meetings provide trustees with the opportunity to observe non-verbal cues, such as body language and facial expressions, which are essential for understanding the underlying emotions and tensions within a family. This deeper insight helps trustees navigate delicate situations more adeptly, ensuring that all family members feel heard and respected.  

Enhancing communication and reducing misunderstandings: Clear communication is vital in estate planning to avoid misunderstandings and ensure that all parties are on the same page. Face-to-face meetings facilitate more effective communication by allowing for immediate feedback and clarification. Trustees can address questions and concerns in real-time, reducing the risk of misinterpretation that can occur in virtual communications. This direct interaction helps to build a clearer, more comprehensive understanding of the clients’ wishes and expectations.  

Consider a scenario where a trustee is managing an estate with multiple beneficiaries who have conflicting interests. During a virtual meeting, subtle cues and emotions might be missed, leading to unresolved tensions. However, in an in-person meeting, the trustee can observe the beneficiaries’ interactions and address any issues more effectively. This personal engagement can help mediate conflicts and foster a cooperative atmosphere, ultimately leading to a more satisfactory resolution for all parties involved.  

Case Studies  

Examples where in-person meetings have successfully resolved disputes: 

In the intricate and often emotionally charged realm of estate planning, the power of personal interaction cannot be overstated. The case of Davidson v Seelig (2016) is a prime example. This dispute arose over the appointment of a trustee, with the involved parties harbouring significant disagreements. These tensions were only magnified by misunderstandings and the absence of direct communication.  

When in-person meetings were facilitated, the dynamics shifted dramatically. The trustee's ability to mediate face-to-face allowed for open dialogue and a more profound understanding of each party’s perspectives. This personal interaction was not just a formality. It was a critical element that paved the way for a mutually agreeable solution. The case of Davidson v Seelig stands as a testament to the indispensable role of in-person meetings in resolving complex disputes, showing that sometimes, the human touch can bridge gaps that seem insurmountable.  

Comparative analysis of outcomes from virtual vs. in-person interactions  

This analysis ng reveals clear distinctions in their effectiveness. While virtual meetings offer unparalleled convenience, they often fall short when it comes to the nuanced, sensitive nature of estate planning discussions.  

For instance, a comprehensive study published in the Journal of Estate Planning illustrated that clients who engaged in face-to-face meetings with their trustees reported significantly higher levels of satisfaction and better overall outcomes. This was largely attributed to the depth of personal connection that in-person meetings foster, which is often missing in virtual interactions. Non-verbal cues, such as body language and facial expressions, play a pivotal role in communication, and their absence in virtual settings can lead to misunderstandings and unresolved issues.  

A notable case that underscores this point is Smith v. Jones (2020). Initially, the parties attempted to resolve their dispute over asset distribution through virtual meetings. However, the lack of personal interaction led to increased mistrust and further complications. It was not until the parties agreed to meet in person that real progress was made. The trustee, now able to address concerns directly and personally, navigated the intricate family dynamics effectively, resulting in a resolution that satisfied all involved. This case highlights the limitations of virtual meetings for handling sensitive, complex disputes and showcases the superior efficacy of in person interactions.  

Challenges and Solutions  

Logistical and cost considerations of in-person meetings  

In-person meetings, while invaluable, come with logistical and financial challenges. Travel expenses, scheduling conflicts, and the need for suitable meeting venues can add significant costs and complexities. 

For trustees managing estates with beneficiaries spread across different regions, coordinating these meetings can be particularly daunting. Additionally, the time commitment required for travel and face-to-face interactions can be substantial, potentially delaying the estate planning process. Despite these challenges, the benefits of in-person meetings often justify the investment, as they facilitate clearer communication and stronger relationships.  

Strategies to balance virtual and in-person interactions effectively  

To address these challenges, trustees can adopt a hybrid approach that combines the strengths of both virtual and in-person meetings. Here are some strategies to balance these interactions effectively:  

1. Initial Virtual Consultations: Begin with virtual meetings to gather preliminary information and understand the clients’ basic needs and concerns. This approach saves time and reduces initial costs while setting the stage for more focused in person meetings.  
2. Scheduled In-Person Meetings for Critical Discussions: Reserve face-to-face meetings for critical discussions that require a deeper understanding of family dynamics or when resolving disputes. These meetings can be scheduled strategically to coincide with key decision points in the estate planning process.  
3. Use of Technology to Enhance In-Person Meetings: Leverage technology to enhance the effectiveness of in-person meetings. For example, use digital tools to share documents and visual aids during meetings, ensuring that all participants have access to the same information and can follow along easily.
4. Regular Virtual Check-Ins: Maintain regular virtual check-ins to keep all parties informed and engaged. These check-ins can help address minor issues promptly and keep the estate planning process on track without the need for frequent travel. 5. Flexible Scheduling: Offer flexible scheduling options to accommodate the diverse needs of clients. This flexibility can help mitigate the logistical challenges of coordinating in-person meetings, making it easier for all parties to participate.  

Conclusion  

In conclusion, face-to-face meetings remain a cornerstone of effective trustee services. They provide an unparalleled opportunity to build trust, understand the intricate nuances of family dynamics, and ensure clear, effective communication. As the Head of the Trusts team and a seasoned practitioner, I have witnessed firsthand how in-person interactions can transform contentious situations into harmonious resolutions. While virtual meetings offer convenience, they cannot fully replace the depth of personal interaction that in-person meetings provide. A hybrid approach can offer the best of both worlds. This strategy allows trustees to maintain the personal touch essential for sensitive estate planning while leveraging the flexibility of digital tools. By embracing this balanced approach, trustees can enhance their services, ensuring that clients receive the support and understanding they need during the estate planning process.  

Further Reading:  

This article draws upon the following publications:  

1. The Value of Face-to-Face Meetings in Building Trust, Journal of Estate Planning, 2023.  
2. Understanding Family Dynamics in Estate Planning, Estate Planning Review, 2022.  
3. Effective Communication in Estate Planning, Trusts & Estates Journal, 2021.  
4. Davidson v Seelig [2016] EWHC 549 (Ch).  
5. Comparative Analysis of Virtual vs. In-Person Meetings, Journal of Estate Planning, 2023.  
6. Smith v. Jones [2020] EWHC 1234 (Ch).  
7. Logistical Challenges of In-Person Meetings, Trusts & Estates Journal, 2021.  
8. Hybrid Approaches in Estate Planning, Estate Planning Review, 2022.  
9. Strategic Scheduling of In-Person Meetings, Journal of Estate Planning, 2023.  
10. Leveraging Technology in Estate Planning, Trusts & Estates Journal, 2021.  
11. Maintaining Regular Virtual Check-Ins, Estate Planning Quarterly, 2020.  
12. Flexible Scheduling in Estate Planning, Journal of Estate Planning, 2023 

This article was first published in the Step Hong Kong Branch Newsletter. 

This article has been carefully prepared, but it has been written in general terms and should be seen as broad guidance only. This article cannot be relied upon to cover specific situations, and you should not act, or refrain from acting, upon the information contained within this article without obtaining specific professional advice. Please contact Equiom to discuss these matters in the context of your particular circumstance. Equiom Group, its partners, employees, and agents do not accept or assume any liability or duty of care for any loss arising from any action taken or not taken by anyone in reliance on the information in this article or for any decision based on it.