We operate a Client Manager system at Rabjohns. That means every client has a designating relationship manager who is responsible for the delivery of our services and the total satisfaction of the client.
 
We choose the Client Manager, in discussion with our clients, to suit what the client is looking for from the relationship. We do spend a bit of time at the outset of the relationship considering who would be best suited to this role, rather than new clients just dealing with the person who happened to answer the phone that day.
 
We have specialist personal tax Client Managers who look after our Personal Tax and Private Clients. We have some excellent Client Managers below Director level who run their own portfolios including some of our smaller business clients. This ensures that they get value for money, still have access to the specialised services within the firm when they need them, and have a dedicated Client Manager without paying for a Director.
 
Our larger clients have one of the Directors as their Client Manager. To ensure the best levels of service, our larger clients nearly always have close contact with at least one other Director. This allows cover when the main contact is away. More often than not, the range of services our larger clients use means that they know most of the team at Rabjohns.
 
We take our client service levels very seriously. We have a regular satisfaction survey which is sent to all of our clients and we encourage people to complete (bribing them with the promise of champagne). The answers are not ignored, but are closely monitored and, more importantly, followed up to ensure any issues are dealt with.
 
We also carry out a periodic customer care interview with our larger clients. This is conducted by a Director who is not directly involved in the job and is normally carried out with the Managing and Finance Directors. It is an open and frank discussion about how we are doing and what we could improve.
 
You will see from the Awards page that this passion for excellence earned us a Finalist’s place in the Orange Awards for Customer Service and the Award as the Best Service Company in Herefordshire and Worcestershire in our local Chamber Awards in 2003. It is also what gives our clients the confidence to give us the testimonials that they do.