Let’s start with a question…

Have you ever had a light bulb moment?

An immediate insight which comes from contemplation, consideration or, as in the story I’m going to tell you today, conversation.

You see here at Cervello we’re doing loads of work about how we continue to not only improve the ongoing service we deliver to our clients but also how we communicate these services in a more effective way.

However, whilst we get together and talk about this between ourselves, the most accurate insights come from not our team but our clients.

You see we’re currently talking to many of our clients about how we charge for our services, and on certain occasions where we’re undercharging we are gradually having conversations about ensuring we’re increasing the amount we charge our clients to an amount which fairly reflects the service we provide.

I was in a meeting yesterday where this conversation had to occur with clients who I really liked and have worked with for a few years now.

I highlighted the fact that we needed to increase their fees and explained why and whilst certainly not ‘low cost’ (or cheap) we believe we provide exceptionally good value.

“You know what Chris” my client said “We’ll happily pay what you need…”

“You see we recognise the work you put in for us. But for us it’s a bit more than that…You see every time you see us we leave feeling clearer about both our financial plan and have someone who will be absolutely clear on the best approach – even if that’s to do nothing when markets are a bit wobbly and not to make knee jerk reactions!”

“It’s not only that” My clients husband said “You see I know when we talk about loss and risk you often talk about making sure that ‘you’re not waking up in a cold sweat at 3 in the morning!’. However the reality is that knowing you’re on our side does that!”

I don’t know if I visibly blushed but it felt like I did.

“Thank you” I said “I’ve never had it explained to me like that before…”

“No worries” my client said looking at her husband smiling and looking at me “It’s the truth!”

For us it’s highlight what we actually deliver to our clients.

You see often focus on what we tangible deliver to our clients including the tax planning, bringing our clients financial goals to life through building visual plans and using our knowledge and skills to consistently make sure our clients remain on informed and on track.

However the reality is, when it’s our clients that tell you that they sleep better at night because they don’t worry about money, or they’re reassured because they know that our team is only a call away, or feel part of the ‘Cervello family’ often means more to us (and our clients) than the actual technical work we do.

It’s interesting…our clients are tell us that they appreciate our technical knowledge, expertise and the way we use technology to deliver our service efficiently. However they really like (and we love!) the fact that they’ve got someone who helps them sleep better at night and feels reassured.

I’m not sure how you put a price on that…do you?