Great expectations

Customer relations is a difficult juggling act at the best of times. Mark Swinbank and Nic Wellington give the lowdown on how to manage your clients' expectations

As the old saying goes, when it comes to insurance the customer is king, however, according to some clients the London Market is delivering poor service and failing to get claims paid in a timely manner.

Achieving the perfect balance in good customer care is not just about answering e-mails and phone calls promptly and keeping documents filed properly, it is about knowing your customers and ensuring they understand how your business functions. With this principle established you can then start to