I have also offered my support to the client in terms of fixing a printer (that she managed to resolve without my support in the end).
The client has also asked me to proofread a letter she had written to an organisation informing them of a change in circumstance.
It’s a pleasure to help her with these matters and I take so much satisfaction from her feeling comfortable enough to ask me.
Not only this, I expect if the general public could observe the amount of ‘over and above service’ being provided, there would be an additional ‘perception shift’ of how professional advisers do look after their clients.
Were the providers helpful?
There were a lot of communications with providers, via post, telephone and even with the client visiting branches where cash deposits had been made.
The transfers and payments to our chosen platform for any investments could be chased up by us in some instances, as the client had given us authority.
But where we didn’t have this luxury, I supported her as much as possible in chasing providers up.
We have sat together in her dining room on several occasions and made phone calls to check on progress - or to try and make progress.
We got there in the end but it wasn’t easy.
Providers need to raise standards in terms of their communications and processes. I don’t think it is acceptable that providers are generally so slow in dealing with requests.
Is there an option for each provider to set up dedicated online administration portals via which clients, advisers and administration teams can transact instructions, such as withdrawals or transfers?
This would be better, rather than having to fill out forms and make telephone calls, all without having a specific named contact.
These dedicated administration portals could be set up without too much difficulty and the providers could assign different individuals/teams to different pools clients, so they have a portfolio of clients, similar to how advisers would operate.
Perhaps this would bring a sense of pride to the job and a desire to deliver great service, as well as making things more manageable for everyone?
What other obstacles did you overcome?
Clearly, it wasn’t just a case of building trust and a relationship with the client. It was also a case of building these things with her friend/chaperone. There would frequently be additional questions / separate emails from this individual.
Another obstacle is that while the client does have a degree of technical ability, she would not consider herself an expert. Therefore, we needed to do as much as possible via post and in person.
