Tips From The Coalface September 2007 (IFP E-News 27-09-07)
We are pleased to announce a new regular feature in E-News. Brett Davidson at FP Advance will be giving us his "Tips from the Coalface" on a monthly basis - the first one takes a look at the "Cavendish Medical Priority Card"
Cavendish Medical Ltd a London based IFA work specifically with doctors and dentists and are carving out a high quality niche business. The managing director is Dr Mark Martin who established the business to provide a knowledgeable and professional service to the medical market.
Cavendish Medical have completed a client segmentation exercise which lets them know exactly what an A, B, or C class client looks like; however they have taken this one step further to really differentiate themselves and provide a branded and more focussed client service experience.
Selected clients receive what Cavendish Medical call a priority card which is clearly branded in the Cavendish Medical style and is carried in the client's wallet like any other credit card or loyalty membership. On the card is a telephone number for the client to call if they require anything from the business; however these high value clients (the A and B segments) have a different telephone number to the rest of the client base. Internally this allows staff to immediately recognise the service level that a priority card client expects to receive when they call. It also helps staff to prioritise work and ensure that all critical response times are met, delivering on the promises made to clients in their service standards.
Article submittted by Brett Davidson, Chief Executive, FP Advance
