We are proud that we provide award-winning customer service. Customer service is at the heart of everything we do. Here is more about what this means to you.
What the judges said about our customer service
Thanks for the brilliant comments from Vicki Skeels and Nancy Usher of The Hearing Care Centre – high praise indeed from previous winners of this award.
Our business values influence our customer service. This leads to extremely high satisfaction levels.
Vision and mission
We believe that everyone deserves to live a secure and fulfilled life. We help you to achieve this using comprehensive financial planning.
See our story.
We want to create a friendly atmosphere of mutual respect between you and our team. Openness is encouraged between colleagues and clients.
We have formalised our client service principles – they are on the wall of our office and we refer to them every day. We use these to reflect our culture and values when dealing with you. These principles help us to make appropriate decisions which look after your interests.
Our client service principles
Specialised and niche
We know the types of people and the typical needs who benefit most from our service. We do not take on clients who do not fit these profiles, as this can lead to conflict and inconsistent service. We have a network of partners who we can refer you to, if your needs do not match our service offering.
Our service standards are designed with you in mind. We start with your needs and work backwards from there, rather than trying to make you fit into our services.
You will receive a service plan in advance to outline what to expect from us, plus what we need from you. This is written clearly in a simple leaflet, as well as in your service contract.
Communication is vital and we hold a daily informal team client discussion which focuses on current client work and other projects. This allows us to ensure that service is delivered consistently and promptly. This also avoids possible problems caused by multiple staff members working on the same service for you.
The 3rd client service principle is “Does the client know?” We are in contact regularly at every stage to give you updates so you understand where progress of the service to you. When we are customers we find that it is frustrating if we do not get regular updates, and lose confidence in an organisation if we do not know what is being done to provide service.
As a result we focus on delivering an outstanding result for you, while also making the process as enjoyable and stress-free as possible.
Feedback regularly leads to changes in our processes. Team members are encouraged to take initiative to resolve your needs at every stage. We use this feedback to involve clients in designing their ideal service, and this helps us to improve our service to all clients. This feeds into client service principles 5 and 6.
We work hard at building and updating standardised processes. This allows for consistent service, but also enables us to build in improvements. We can easily add to the existing processes, which means we can react fast to sensible suggestions.
We do not negotiate on price as we feel our model is fair to us and to you. It would be unfair to existing clients to offer betters deals to new clients.
We offer fair contracts, which are easy to understand and have a summary sheet at the front which summarises all the main points.
You can cancel your service with us at any time without penalty, which means we must deliver value to keep you as clients.
Our service plans focus on regular, ongoing contact and service rather than transactional sales. This means we can have regular dialogue on goals and needs rather than trying to sell you anything. This is why we have such a high retention rate for existing clients.
This feedback has often led to client-led changes. For example, we altered our contracts when a client found it to be confusing, and added in the summary sheet on the front page. We also introduced less technical data into reports as clients felt this was overwhelming; we then introduced interactive visual aids into review meetings to help with retention of information rather than focusing on technical reports.
As another example, we found that clients were taking notes and drawing the visual aids we would use in meetings to help explain complex issues. One client even took photos of the flip chart drawings. As a result we standardised the materials we use, and now take our own photos, which we use in service proposals to personalise the reports and help clients remember the issues we discussed.
Service, not products
Our product is our service. We are unlike most financial advisers in that we offer a true ongoing service to manage your finances rather than sales-based transactions.
We are at the implementation stage of our “Wow review”. This has been a comprehensive internal examination of our systems and processes from your perspective. We examined what we do and produce from a client point of view with the aim of making a happier customer experience.
This involved many hours of reviewing the customer experience from first contact, through making an enquiry, finding out information, the sales process, and then into post-sale service.
This was an exhaustive process and resulted in dozens of ideas to implement to improve the service to prospects and clients at every stage. This is an ongoing project across the business which will take approximately 12 months to complete.
We have taken some client feedback on changes to make as part of this.
All new clients are given a 7-day no-obligation guarantee. You can change your mind within this deadline and we will not charge you anything, even if we have done work on your behalf.