Testimonial "Thank you very much for suggesting and then completing the Client Assessment for us. You handled the entire process in a timely and professional manner. I was quite surprised how few financial advisers surveyed their clients. In a time when there are so many firms looking to gain affluent clients, it's the little things that make a difference. By improving those areas that our clients brought to our attention in the survey, we feel that we will be in a better position for the next prospect." Thanks and Kindest Regards, E. David Yossem, President West Coast Financial Santa Barbara, CA

West Coast Financial

Challenge: Gather Client Feedback For Key Business Improvements

David Yossem, president of West Coast Financial, a prestigious central California financial consulting and investment management firm, had little client turnover and felt 'nothing was broken'. He understood the value of maintaining client relationships and asking clients for input. He wanted to know what his clients thought about his firms' services, how he could further improve the existing relationships, and whether clients had creative suggestions for additional service needs.


Strategy: Confidential Survey To All Clients

CC Consulting suggested developing a confidential and customized survey assessment that focused on the specific areas where David wanted feedback. We worked collaboratively with David to ensure questions were designed to his specifications and information needs. To deliver a high response CC Consulting suggested that the survey allow customers to respond confidentially. One hundred and twenty clients received the survey with instructions to return it to CC Consulting for tabulation and reporting. West Coast Financial created the cover letter introducing CC Consulting and asking clients for their participation. CC Consulting handled all remaining survey administration including collecting the assessment data, summarizing results, reporting on findings and developing recommendations.


Result: Improved Services and Reduced Costs

West Coast Financial received an astounding 53% response from their client survey. Because of the confidential nature, clients were very candid about their perceptions, feelings and relationship with West Coast Financial.

CC Consulting developed eight separate reports to present the information in a number of ways, ensuring West Coast Financial received the highest value from the information gathered. Since the survey was designed to allow clients to add comments, they were able to clarify their thoughts and suggestions providing further value to the project.

West Coast Financial now had the information necessary to make important business improvement decisions. They were able to create new processes and programs they knew the client base desired and drop those ideas and plans clients' considered unimportant or invaluable, thereby reducing costs. Within two weeks of receiving reports and recommendations, David sat with his staff and brainstormed solutions to areas that had received the lowest scores from clients.

West Coast Financial further developed their client relationships by sending a thank you letter to all clients. The letter explained the assessment results (both positive and constructive) and let clients know about important changes West Coast Financial was making to improve the firm's service offerings.