EXCEPTIONAL CLIENT SERVICE HANDBOOK
Positive moments of truth
Positive moments of truth
Reinforce a client’s perception of you and the firm
What are they?
- Opportunities to demonstrate value in a way the client can feel – not just measured in investment returns
- Positive moments of truth can relate to excelling at the day-to-day basics…
- … or be personalised recognition of important life events
- They can be big or small
- The wider client team and people across the group have a role to play in this
Why they matter
- They reinforce a client’s perception of Rothschild & Co and strengthen the relationship
- They build trust
- They strengthen loyalty
- They differentiate us from our competitors
- They can lead to referrals
“You’ll never have a product or price advantage again. They can be easily duplicated. But a strong customer service culture can’t be copied.”
- Jerry Fritz
POSITIVE MOMENTS OF TRUTH
Life events
Celebrate life events and milestones – show thoughtfulness at more difficult moments
Major birthdays
- Know the date, plan ahead and tailor the gift to the client’s personality or interests – keep a tracker and discuss at team meetings
- Ideas: champagne or wine with a handwritten note; luxury flowers delivered with a card signed by the team; bespoke gift (e.g. engraved item, experience voucher)
Births
- Acknowledge within 48 hours of hearing the news
- Ideas: framed Disney share certificate with baby’s name; soft toy and champagne for parents; handwritten note: “Welcome to the world, [baby’s name]!”
House move
- Congratulate within 1 week of moving-in date
- Ideas: Smythson visitors’ book or key ring; champagne or wine with a handwritten card or note
Bereavement
- Respond within 24–48 hours of learning the news
- Send flowers or a handwritten condolence card (check appropriate for the client); offer to simplify financial matters / comms during this time
Illness
- If appropriate, send flowers or fruit hamper, with a handwritten card
Other sensitive episodes (e.g. divorce or loss of employment)
- Show empathy and support: reach out personally, not just professionally
- Consider whether a client should be considered vulnerable [Guide] or note: “Just checking in — are you okay?”
- Offer financial clarity and emotional space
POSITIVE MOMENTS OF TRUTH
Other moments that matter
Proactive opportunities to create positive client experiences and deepen a client’s trust
Difficult periods
Market volatility
- Contact clients when markets are turbulent
- Personalised reassurance email or call – share tailored insights or portfolio impact summary
- Always maintain a calm and confident tone
- Consider a follow-up call if appropriate
- Proactivity is often more important than the advice given – the fact that you proactively got in touch is what the client remembers
Errors
- Deliver reassurance with errors
- Own it immediately, flag to CST and Risk to agree appropriate resolution before contacting the client
- Call the client personally – explain the fix and provide reassurance about how we may prevent this from happening in future (although do not offer a particular resolution without first going through the internal procedures)
- Ensure the OpenPages is submitted within two weeks of identification
Other considerations
Next Gen
- Build multi-generational trust – identify and act on next-gen touchpoints
- Invite to educational events or webinars
- Handwritten notes for achievements (graduation, first job)
Client referrals
- Acknowledging referrals should reinforce loyalty and appreciation
- Acknowledge within 48 hours: personal thank-you call or note; send champagne or wine with a message: “Your trust means a lot to us.”
Demonstrate active listening and thoughtfulness
- Ideas: send books or articles with a note: “This reminded me of our conversation on [topic]” – use the general tab on a contact in JANET to track interests and follow up quarterly [details here]
- Consider an all-adviser meeting together with lawyers, tax advisers, even other investment managers if appropriate
- Consider events programme and appropriate invites for clients' specific interests
Share best practice
- To ensure consistency, all teams should include an ECS slot at their weekly team meeting
- Share examples of positive and negative moments of truth
- Use errors or near misses as learning points
- Senior colleagues to set the standard