SteveBillinghamConsulting

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Customers

Time for some R & R?

With the festive season almost upon us you may be thinking it’s about time for some rest and relaxation. Think again. It’s time to be planning what you are doing in 2015 to make it your best year ever! With that in mind it’s not time to put your feet up, it’s time to be …

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I just want to know what the beer tastes like!

I was out to dinner with Kevin Ferriby, MD of and Informed Financial Planning in Hessle and to work up an appetite, we headed into Hull’s “Old Town” for a beer. (Hull’s Old Town hostelries are fantastic). Kevin related a story about a recent brewery trip he had been on. The guide for the tour …

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My clients won’t return their expenditure questionnaire!

A conversation with an adviser recently about how to help clients see the value of Cashflow Modelling software prompted me to ask Mark Ferris, one of our Associate Consultants and himself a user of this software in his own advisory business, to explain how he gets clients to buy in to the (seemingly laborious) process …

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How’s this for customer service… not!

As you know, I can get a bit obsessive about “client experience. This week’s blog comes courtesy of my eldest daughter, Natalie who had a bit of a rant over the phone this week about the “experience” she was having from one of the big 4 grocery retailers. I’ll let her explain in her own …

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Do you actually want my business?

I am currently in the process of buying a new car and having narrowed it down to 2 different models I decided to visit the local dealers in the hope of making a decision. I have to say the service received has been less than impressive from both dealerships, though one has been particularly outstanding …

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4 guaranteed ways to lose clients

Whilst many advisory firms benefit from very low levels of client attrition, others would acknowledge that hanging on to high value, profitable clients has, in these volatile market conditions, been more challenging than it should be, so I thought it might be useful to look at the key reasons clients leave. Research consistently suggests that …

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7 steps to a successful marketing plan

Marketing is the process of deliberately creating and maintaining relationships with clients and prospects. It’s about creating awareness that you exist, generating interest in what you have to offer – your proposition, creating demand for your proposition and encouraging prospective clients to take action – that is, purchase from you. Seems simple, doesn’t it? Why …

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Where’s your “pot of gold”?

Client segmentation is becoming increasingly sophisticated with advances in digital analytics and behavioural and psychographic segmentation techniques. We’ve all heard about ‘big data’, and there’s no getting away from it, there is an endless supply of information about your clients. You can find yourself lost for days and tied in knots with algorithms and approaches, …

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Why client care pays off

Clients either decide to buy, or decide not to buy your services. They decide to come back and buy again, or not buy again. They decide to recommend your business, or bad-mouth your business. The way you handle your client’s “moments of truth” determines the success of your business, the survival of your business and …

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First class “client experience” in action

When Jan Carlzon took over Scandinavian Airlines (SAS) the business was making multi-million losses and in worrying decline. In just 12 months he turned the business around. In one year earnings were up £60 million in a drastically slumping market where other international airlines collectively lost £1.5 billion. One of the key elements of Carlzon’s …

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