You have recently joined IQ Group and moved into a different type of role – what was the catalyst for this?
My background is in sales and I really enjoy the partnership and advisory focus of it. It’s important to have a long term focus and concentrate on what is important for the customer in the short, medium and long term. This strategy will not only drive sales, but will ensure a long lasting value- based relationship that will go beyond contacts, friendship or short term results. The sales process is not just about volume and hitting targets, the relationship with the client needs to be nurtured.
I have been lucky enough to work for some great organisations in my career where I’ve felt I have been able to make a difference to my customers, peers and myself. I felt that the time was right to challenge myself and make a bit of a jump into consulting and continue to develop as a trusted advisor to my customers.
The incentive for joining IQ Group as the newly created role of Managing Principal is the satisfaction to work with clients and help them with an open approach. It’s really powerful to use my experience to be in tune with the clients’ strategic goals and no longer be constrained by the one offering from the one vendor.
What have you learnt so far?
I have learnt the true meaning of the saying ‘many roads lead to Rome’. The IQ Group focus on our customers is challenging us all to think very differently about approaches and strategy. I am gaining a new perspective and as a team we are inspired to create new opportunities to support our customers and expand our value proposition.
How do you approach customer service?
Very simple: putting the customer first. It is really important to understand the path your clients are taking and how to help them in the right way. I tend to park my own agenda at the door and make sure I understand the context of what we are discussing. After all people just want to be helped.
This includes challenging the customer, when they need to be challenged. I may not be successful every time, but people will know you add value to a conversation instead of just filling a gap.
Finally, think outside the box. Everyone everywhere is doing the same thing, including putting customers first, so how can you do it better, faster and deliver more value? Answering this question is true customer service.
You love challenges and what do you think you will tick off your list here at IQ Group in the next 12 months?
Yes I love challenges and anyone that knows me will agree! Personally I am looking forward to learning the many moving pieces of the superannuation and wealth industry and what role IQ Group and I can play in it. It is changing so rapidly that I am truly excited about what will this look like in 12-24 months.
What is the best piece of advice that you have ever been given?
One word – listen.