Two of the most successful companies in Britain are the financial service giants Hargreaves Lansdown and St James’s Place. They both achieved the astonishing feat of going from mere start-up’s to joining the FTSE 100 index of Britain’ top firms in less than 50 years.
For them the 'customer was king', at least when it came to service and it paid off handsomely.
In its early years, Hargreaves Lansdown used to answer phone calls within five seconds. SJP also prided itself on the customer experience with a personal adviser, despite higher than average charges and outmoded exit charges.
Hargreaves Lansdown veered towards the higher end of the platform charging spectrum too, yet clients for a long time were happy because their reputation for admin was so good.
Be the most boring company on the planet when it comes to complaints. Be so superlative that you do not get any.
If you are ambitious and want to turn your one-man-band IFA business to become the next FTSE giant, focus on customer service.
Amazon Prime’s logistics, for example, are a modern miracle. If you are already a sizeable institution, never cut back here as minimal service levels could kill your business slowly by attrition.
In financial services, there are just three things that really matter: investment performance, administration and charges.
You can get away with standards in one area dipping occasionally. If you have that most lethal combination of them all – poor administration and poor investment performance – that will sooner or later end your business.
Be the more boring firm on the planet
The most important thing, in my view, is to be the most boring company on the planet when it comes to complaints.
Be so superlative that you do not get any – just provide a routine, faultless service that people don’t even notice your well-oiled machine.
Nobody cares about admin – until it goes wrong. Yet customer service too often gets a low priority with a budget to match, seen as a high cost centre, not a money-making machine
Millions of one-man businesses from hairdressing to financial advisers routinely provide first class service daily. Yet few large utility or financial services company in Britain have truly exceptional customer service.
In particular, pensions and bereavement can cause difficulties
Pension service failures
One neglected area is legacy pensions. They often impose exit charges on leavers on some pre-2017 contracts. Why does the Financial Conduct Authority tolerate them, even with the 1 per cent cap? I would ban exit charges on all products from pensions to broadband.
