Must call Mrs H: Advisers' top client retention tips

We all know what bad service looks like. It might be a lengthy wait on the telephone accompanied by irritating hold music, or being unable to get past an automated answer system to actually talk to a real person. Similarly, service staff who are untrained, demotivated or too daft to help with a query can make the best of us want to pull our hair out. So how does this tie in with the financial services industry? Well, customer service is, or at least should be, a hefty chunk of an adviser’s job. Why? Because customer service leads to client retention, and if the adviser can retain the ...