SteveBillinghamConsulting

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Leadership

Are you going to take the blue pill… or the red pill?

“You take the blue pill, the story ends. You wake up in your bed and believe whatever you want to believe. You take the red pill, you stay in wonderland and I show you how deep the rabbit hole goes.” – Morpheus The world has changed and customers want a different experience. The regulator is …

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The Experience of Insight

Do you know why we sometimes struggle to convince people to see what we see? Have you had an “Aha!” moment? What we are referring to here is “Insight;” A shift in our minds and consciousness that either means we see something others don’t, or that recognition when we, ourselves, ‘get it’. I was fortunate this …

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What defines excellence for financial planning firms?

What defines “excellence” for advice and planning firms, not just in terms of financial performance (important though that ultimately is) but in terms of the way firms are run day in day out? During 2015 we are planning to develop a set of “Best Practice Standards” that advisers and planners can use to organise and …

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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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5 Keys to a successful brand

A successful brand will deliver the kind of results you would expect from a market leader, such as… High frequency of referred clients High level of self-initiated contacts from potential clients A high closing percentage Few competitive bid situations Premium fees There are, of course, other ways a strong brand impacts an advisory firm. For …

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The importance of “brand” for advisers

After many years working with advisory firms, we’ve come to the conclusion that the best definition of your “brand” is the simplest. Your brand is partly your reputation. It’s what people say about you when you’re not around. It’s how they feel about your firm and what they expect from working with you. But reputation …

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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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Are you measuring the right things?

Most advisers measure what they think is right (usually turnover and if you are lucky… profit) rather than measuring what matters most, i.e. the things that matter to clients. In 1994 Continental Airlines was failing… big time. It had filed for bankruptcy twice in the previous decade. Then they hired Gordon Bethune who simply got …

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6 things holding advisers back

In our consultancy work with the financial planning sector, we often identify that the same key “blockages” or challenges are holding advisers back from achieving the results they are looking for. 1. No clear vision Most advisers are so busy keeping all their plates spinning, that they simply haven’t taken the time to define, clarify …

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A cause for celebration

Last week saw one of our longest standing clients, Informed Financial Planning, based in Hull, pick up the award for IFA of the Year for the North East at the Professional Adviser awards. This award is the culmination of a number of years of genuine hard graft by MD, Kevin Ferriby and Ops Director Becky …

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