Alternative Takeaways with Adrian Rodaway, Managing Partner at HPH Chartered Accountants
Here are three takeaways from Adrian Rodaway, Managing Partner at HPH Chartered Accountants talking on the subject of meeting changing client needs post-Covid.
Relationships are key
Across professional services we often talk about how critical relationships with clients, amongst all other stakeholder, are. During the Covid-19 crisis this point has been more prevalent than ever. Whilst clients demands and requirements are rapidly changing this means professional services firms are also having to do the same.
“Professional advisors have traditionally had a privileged position in their clients’ lives. In the past few months, our right to that position has been under scrutiny like never before.”
Relationships with clients are either strengthened or weakened during this time and Adrian explained how HPH Chartered Accountants are changing the way they work to adapt to these new client requirements.
“As we move of the most acute phase of the crisis, clients will be looking for deeper relationships than before as they seek to rebuild their fragile businesses. And the advisors they choose to build those relationships with will be the ones that stepped up to the mark over the past few months. We all need people to talk to and even strong leaders often need someone to chat things over with,” he says.
Responsiveness and Agility
Adrian explained how the HPH Charted Accountants team is ensuring they are more responsive and agile when working with clients.
“Responsiveness and agility will be critical as we move forward. Many clients will have found themselves seeking our helping in time critical situations over the past few months. As we move into a post-Covid world, this is likely to be the case more than ever before. It might be undertaking a specific piece of work with a quick turnaround, or simply being available for 20 minute video call with only a couple of hours’ notice.”
It is clear that for professional services firms to continue strong client relationships they need to adapt to the ‘new normal’ we now find ourselves in.
Technology is a hot topic of discussion across professional series and, as companies adjust to remote and agile working, the ability to embrace, centralise and rollout technology systems has become more important than ever.
“Technology will be central in how effective we are at meeting evolving client needs. Whether it is the digital systems to enable a more efficient remote working model for staff, or document signing tools that allow documents to be processed digitally, investing in the right infrastructure and systems is vital. It may be as basic as ensuring all staff have access to a fast, reliable and secure broadband connection. But without suitable technological infrastructure, meeting clients needs will be almost impossible.”
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