UK Broker Week: Stuart Reid on client service

One year on from Partners& securing a hat-trick of gongs at the UK Broker Awards, Reid took time out to reflect on the triple triumph.

Partners& walked away with the Commercial Broker of the Year, Training and overall Broker of the Year awards in 2023.

Reid highlighted CEO Phil Barton’s admirable commitment to client service and credited him as one reason for Partners& winning Broker of the Year.

“Phil is absolutely hellbent on providing service in the industry,” Reid said, adding the company’s environment was “second to none.”

Service

The UK Broker Awards 2024 are being held on 10 October.

Commenting on how the awards made him feel, Reid said it was a “massive pat on the back for the strategy and the culture that Phil Barton and his senior team have set out at Partners&”.

Reid also highlighted that Barton’s commitment to client service is rare to find within the world of insurance, suggesting that “many others are simply unable or unwilling” to provide quality service today, and advocated for better client service in broking.

Reid said that winning more than one award reinforced the fact “that a hard yard, and the people work very hard at Partners&, does get reward, does get recognition, and we were absolutely delighted to win the awards that we did.”

Praise

Reflecting on the impact of the award on staff morale, the broker chair highlighted that it gave everyone a “spring in their step”.

He acknowledged the benefits that awards and praise can have on a business environment, and said: “Getting that outside recognition, independent recognition, that what you are doing is industry-busting, or the best of the best, is going to be a credit to everyone.”

When asked how the business celebrated the awards, Reid kept his cards close to his chest, responding with a purposefully vague “that will remain a secret.”

He did, though, confirm that the awards had helped with client retention.

“It’s very difficult to measure retention to a specific, but yes, we weren’t shy in public that we won.”

Development

According to Reid, “part of the excitement” of the dynamic landscape of broking is constant change.

He continued: “It brings it challenges, obviously, but it also brings it opportunities, getting involved in specialist areas, getting involved in MGAs. Getting involved in slightly left of centre of the normal insurance, commercial insurance, are all very exciting developments.”

For Partners&, Reid highlighted the expansion of the “big health and wealth area” of the business, and how this allowed it to provide a broader service to clients that other firms could not.

And the energy continued on the future for further expansion of Partners&: “As we’re growing, and as opportunities arise, as people join us, and as acquisitions happen, the breadth and depth of the business changes regularly.”

Pride

The UK Broker Awards are being held as part of Insurance Age’s second ever Broker Week, which includes Broker Expo.

At Broker Expo – free to attend for brokers – on 10 October at the Birmingham NEC, delegates will benefit from hearing the insights of top speakers, practical workshops, network opportunities and much more in a learning-packed day.

Even with Partners&’s track record Reid concluded no business should ever “rest on its laurels”.

He summed up that pride can come from winning, but effort must be made to avoid hubris.

“It’s an award, it’s a moment in time, things can change, so just because we got it right doesn’t mean we should stop peddling as firmly as we are,” he concluded.

“Be proud, take a second to congratulate yourself, and get on with your day job.”

Sign up now to attend the Broker Expo at the Birmingham NEC on 10 October. It is free to attend for brokers.

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