Client survey exercise enables Bourlet Consulting to add £25k to bottom line in year one and as a result, take on new member of staff
Bourlet Consulting is a fast-growing firm of Chartered Financial Planners based in the Southwest. Founded in 2004, they have seen client numbers grow from 2012 to 2016 by 155% and assets under management by 240%.
One of the challenges they faced related to time and servicing clients. How could they keep on growing and offering the same level of service? Could they streamline their client take on and review process without the client’s experience suffering?
As well as getting insight on this challenge, there were 3 additional objectives:
Insight on the customer journey including:
Insight led to the client take on process being altered so that:
How we got there
A report was then written, presented to the Directors with findings and recommendations
“Our clients enjoyed being asked their opinion by someone independent of the business and I have already referred Motem to a number of our contacts. She was chosen as she has excellent interpersonal skills, listens very carefully and asked intelligent questions from the responses given. Our clients liked her (critical for us) and the survey was completed on time, on budget and the results were well presented in a report for us together with a presentation face to face which we valued. We were keen to understand the softer issues and the insight proved invaluable to us in improving our client experience.
Robert Johnson, Director