IFA comments: Poor service is more than impolite

Kevin Moss, director of 2020 Financial Services, sets out exactly how much work he has to do on a daily basis to correct the errors of provider data. Thank you for the article in the latest IFAonline news bulletin, as this is both interesting and revealing in disclosing the gulf that exists between the call-centres perception of themselves, and the hard commercial reality. Our own experience of disintegrating service standards within product providers indicates that this is probably the single biggest destroyer of IFA profitability once one has eliminated from the equation direct and indire...