- Masterclass
The Care Conundrum
Here, we will take you through the different stages of care and share real-life client stories so you can see how this works in practice.
Equilibrium Financial Planning has announced the creation of its ‘client advisory board’, a steering group of clients who will provide feedback and insight to help inform the company’s strategies for both client care and overall business growth.
The board will meet three times per year, with the pilot session having taken place earlier in 2020. The sessions will make up a key part of Equilibrium’s ongoing governance and growth plans, as the business transitions into being a larger firm.
Debbie Jukes, Head of Client Care at Equilibrium, said, “Transitioning into a bigger firm means that we’ll be more visible and take on more clients. It’s imperative that people feel confident in the level of governance we have – there’s certain things we can’t get wrong.
“The client advisory board is intended to be a litmus test; we’ll be looking to find out why clients came on board and what they value about Equilibrium, then we can look to evolve our service proposition off the back of that.”
Equilibrium has brought on external facilitator Andrew Carroll to chair the sessions to ensure that they remain as impartial as possible and results are unbiased. Andrew studied economics at Oxford University and, following a stint at a management consultancy firm, is now an independent consultant, a lecturer at the Institute of Directors, and an experienced public and private sector board member.
“I’d like to take this opportunity to thank everyone who participated – we felt very privileged to have such a knowledgeable and informed group of people give up their time to share their experiences with us,” added Debbie.
“The feedback and insights that we gathered proved to be both reassuring and valuable, but also provided some food for thought. At future meetings, we expect to talk more about our strategy, our value propositions, the changes in our markets and the global developments that will drive innovation in how we operate.
“Our plan is to hold three meetings per year, with a couple of different groups of up to 10 clients in each. There will be a few representatives from Equilibrium at the sessions depending upon the topics we expect to discuss.”
