Client reviews

Hi MandyP - this is an issue close to my heart. Our ongoing clients are the core of our business and looking after them in an efficient yet personal way is really important. We've tried various approaches to the review process, some more successful than others. What works for us now is the use of threads within xplan to automate the review process somewhat and make it a consistent experience for clients and our team. We try to spread the reviews throughout the year to avoid bottlenecks and manage workflow. One tip though, which is probably obvious but worth mentioning, is to use an online calendar for appointments and send the link to the client so they can make an appointment (online or face-to-face) at a date and time that suits them. It saves so much back and forth. Another step we take at review time is reviewing our data from a compliance perspective to make sure we have the most current documents or ID, and that nothing is missing. It is then easy to bring this up when speaking with the client. I'm looking forward to hearing about processes from other businesses too.