I recently had a dialogue with a senior manager in a UK quoted company about what he saw as good service from his professional advisers. It was a good reminder, and I'm happy to have us judged by this.
I have shamelessly paraphrased his presentation below. Happily I think we're doing ok by these criteria.
- Want clear advice and no fence sitting from advisers
- Hate self serving caveats, disclaimers and lack of clarity
- Want to be advised of risks and opportunities - for them not for their advisers
- Want advisers to be readily accessible, and beyond 5pm
- Want an easy life - put all your contact details on your email footer including direct lines
- If you use voicemail it should say more than just who you are leaving a message for
Value for Money
- Transparency - to understand what they're being billed for and why. NO surprises. They have to manage cost expectations internally too.
- Abuse of the fee process = loss of trust
- Being held to ransom over changes to the project scope
But the relationship needs to be commercial and win win - the adviser has a business to run too.
- Clients like to feel important to the adviser
- They appreciate advisers investing time in their business
- They value regular contact with partners and working with personable staff
- Clients want to know that the relationship partner will try their utmost to resolve any problems in the relationship
The one thing I know we're not doing yet is voicemail. We have recently acquired the technology, but I am aware of the need to record specific daily messages - once I have had a chance to read the instruction manual I will implement this!