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Client Care Partner

At Cassons, we are passionate about promoting and maintaining good relationships with our clients. In striving to achieve this we are conscious of the need to maintain high standards. Client care is uppermost in our thoughts, so much so that one of our partners, Les Nutter, takes specific responsibility for ensuring that we deliver those high standards...

Les Nutter
Client Care Partner

"As Client Care Partner, let me take this opportunity to explain what client care means to us and why we place such an emphasis on it.

Client care is not just about delivering a technically good service. It is about delivering on time, being responsive and above all having the right attitude. We have to be open, frank and honest with our clients and ourselves about how we perform and continually strive to improve our performance. At Cassons, we know that one of the major factors in delivering a quality service is communicating with our clients. For this reason, we are prepared to ask our clients questions about our service, to listen, and above all to act on the comments.

There are two main reasons why we place so much emphasis on client care.

The first is very selfish. If we don't make a real effort then our clients will not be comfortable giving us any new business or recommending us to others. You can understand this is extremely important to us when I tell you that over 90% of all new business comes from our existing client relationships.

The second reason may sound a bit corny, but it's true. The plain fact is that we enjoy and value the relationships that we build with our clients. We are proud of the fact that we have many long-lasting client relationships and we get enormous pleasure from seeing a client satisfied with a job well done. I have had the personal satisfaction of leading two brothers through the maze of selling their family company for several million pounds. This, after having been an articled clerk on the company's audit some 25 years earlier!

We really do welcome and value our clients' comments. There are several ways of giving us feedback:

By volunteering feedback to any member of the firm.

By completing our on-line form.

If you want to speak to me in confidence you can call me at any time.

We also conduct periodic client satisfaction surveys. We usually employ the services of an independent consultant to conduct the survey so that our clients feel comfortable about giving their honest opinions.

Some say that if you keep asking clients about your service, you run the risk of them focusing on something that might not otherwise have troubled them. Our view at Cassons is that asking will never hurt us. We have very high standards, we are prepared to be accountable for these standards and we do not take our clients for granted. We fully recognise that we must work hard to earn and retain their trust and loyalty. What may hurt us, however, is if we fail to face up to any weaknesses and if we stop striving for total client satisfaction."

Les Nutter