Feedback helps us work in harmony

12 July 2010

Of course, we all know you can’t please all of the people all of the time - just ask Fabio Capello.

In these pages a few weeks ago I wrote a response to a letter from a broker who was unhappy with our service. But in the same issue we were praised by Jonathan Cornell in his Marketwatch column for the traffic light service display on our website and the regular updates we publish in our news section.

When operating a business in any marketplace there’s always scope for criticism. Praise is all well and good, and shows you are doing something right. But in many ways it can also be such criticism that sparks improvements.

Feedback is vital to any firm looking to maintain or improve service standards as this is an area requiring constant evaluation.

Ensuring that relationships with intermediary partners remain strong is also a vital component in the market. We recently appointed a head of national accounts to emphasise our commitment to building relationships with networks and clubs.

It’s fair to say that lenders are increasingly looking to distributors of all sizes to deliver more than the core offerings of old.

Brokers are also relying more on their provider and distribution partners for support to expand their propositions. All links in the chain must work together to bring the best offering to market and if one is not it must be told.

A continuing battle for quality will ensure the longevity of the broker market.

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