Initial Client Contact Protocol

GallusAlice

Hi there
We are currently reviewing all of our processes to improve efficiency etc. One area I notice we fall down on is the initial client contact ie when the client contacts us at first. I had been thinking of making up a flowchart/questionnaire to be used when taking an initial call for a client to try and pinpoint exactly what they are looking for. At the moment it is a bit of a hit or a miss ie Mrs X called, she wants to talk to someone about pensions... but depending on who has taken the call, we may not know much more than that. The adviser not too keen just to speak to every single enquiry. Just wondering what other people do? I think we all need to be following the same process and at the moment we dont!