Exceptional Service:

At Financial Advisers Australia (FAA) we ask our staff every week to nominate exceptional service that they have given to clients.  

We would like to share some of these with you to show you how committed we are to providing exceptional service because we believe that financial advice is not just for the wealthy.

Some examples include:

I took a client from our Maroochydore office out to look at my personal home being built so as she could understand the process.  She was really pleased that I was willing to show her this, especially as she is moving inter-state.
- Karl (January, 2012)

I organised for the bank to send the mortgage documents to me first to ensure that the loan/product was set up correctly.  I then labelled and tagged the documents to make it easier for the clients to know where they’re meant to sign. I also enclosed stamped envelope for the clients to return certain documents to the bank and others to myself and clearly label the docs which are to be returned to the bank.
- Romina (January, 2012)

I received an email thanking me for my efficiency with a Novated lease.  The client said, “you answered all our questions and the approval was a lot quicker than I expected.  It has been a pleasure to work with you on this.  Thank you for your professionalism and hard work so far. We look forward to completing the process and getting our new car.”
- Peter H (January, 2012)

There was a lot of rescheduling of appointments over the past week for the Gympie Office and I managed to reschedule all appointments with no dramas and arrange an appropriate time for clients at a convenience to them.  All clients are still happy and are looking forward to their appointments with no complaints or problems there. I believe this is excellent customer service as it is often complicated to arrange appointments to suit EVERYONES needs.
- Emily (January, 2012)

I was able to help a client who came in to see us with serious cash flow problems.  She is a mother of four with another baby on the way.  Through managing her cash flow we are able to save her $3,000 a month.
- John W (December, 2011)

I was able to organise a new Novated Lease with a client. She wanted it as a surprise for her husband and we were able to organise everything from the paperwork to the delivery of the car so as it was a surprise for him. “We will be more than happy to refer fellow workmates to you for any novated lease and salary packaging enquiries”
- Brad (December, 2011)

I met with a couple this week for the first time who explained to me that they thought that they were in a financial mess.  They are both on reasonable incomes, but their mortgage was over extended, they had two cars on lease, four 4 maxed out credit cards and they had got themselves into some strife with their bank.  We offered to prepare a letter to their bank and to work with them to help extricate them from their present situation.  They have committed to following some strict guidelines that we will lay down for them, and if they follow through with this commitment, I am confident we will be able to help them to ‘re-surface’.
- Hanjo (December, 2011)

I spoke to a number of clients about NRAS (the National Rental Affordability Scheme) as it has just become available.  They wished to proceed immediately with it and I was able to organise information for the builder and pickup of contracts to have EVERYTHING completed for the land and building contract in less than 24 hours. I delivered the contracts to the client’s house where they looked over them and were very happy with the exceptional level of service.
- Michael (December, 2011)

A client called up on Tuesday to say that her car had broken down and she needed me to organise a novated lease for her to get a new car.  I was able to have it all done and her in the new car by Friday of that same week and she said, “Thank you so much for this hard work and extra effort you are putting in. You can't really imagine what a help it is being.”
- Peter H (December, 2011)

We were able to help a client outside of business hours because it was more convenient for her.  She was really pleased because we were able to process her information, payment and get her process started very quickly.
- Brad and Megan (December, 2011)

One of my clients mortgage documents took longer than expected to arrive at the banks settlements team. In case they didn’t show up, we organised a second set to be emailed to a branch close to the clients home where he was able to go in and sign. At the last minute, the original set turned up, loan settled on time and the client was able to receive his $7,000 bonus for settling on time.
- Romina (December, 2011)

A client had difficulty returning her documents in a timely manner for a novated lease and because of this the expected time for her to collect her car was going to be delayed.  We were able to organise for the client to pick up her new car when she needed it.  She was extremely pleased at how we were able to manage the process for her.
- Tahlia (December, 2011)

I had an after hours appointment at a client’s home as he was too busy for an appointment during his work day.  He needed to sign documents for his SMSF investment application urgently so I was able to help him achieve his financial goals by going the extra bit.
- Chris (December, 2011)

I had a client who was about to go on an extended international holiday to Japan and we were able to organise a will for her and an Enduring Power of Attorney in a short amount of time before she left.  I explained to her their purpose and use and she was very pleased that we were able to organise them for her before she left the country.
- Peter D (December, 2011)

A client called me back after a phone appointment to thank me for such an in depth and easy to understand explanation because they were able to pass the information onto their partner accurately, which is what really impressed them.
- Michael (December 2011)

In the lead up to Christmas I was organising finance settlement for a client and I received a contract with a finance date right after Christmas and settlement being on first week of the new year.  When I saw the dates, knowing banks limited operating dates and hours over the Christmas period I requested extension up front and explained to clients solicitor that there would be no one working in the documents preparation team at that time.
- Romina (December, 2011)

A finance company made a mistake in how much a client could borrow to purchase a new car.  When this was brought to my attention I was able to work with the client and the financier to make sure that the client was able to borrow enough money to buy the car that they wanted.
- Tahlia (December, 2011)

I was in an appointment with another consultant and a client to sign some documents.  We offered the client that we could complete a further document rather than post it out to her later that day if she could wait a while.  She said that she was in a rush and only had 10 minutes, so we were able to complete a document in 10 minutes that would normally have taken one person half an hour.  The client was very impressed and we went above her expectations. 
- Peter H and Jesikah (December, 2011)

I saw a client who was not very confident with her maths skills, but I was able to show her how to manage her cash flow effectively.  She left the office happy and confident that she would be able to follow the plan.
- Haley (December, 2011)

In the lead up to Christmas I was able to help a client streamline and expedite their Novated lease to be able to use the car over the holiday period.  The client was so happy that they were able to use the car to take their children places and that they had it before Christmas.
- Jeremy (December, 2011)

One of our clients came in to see us about his financial situation as he had recently lost his job.  We were able to assist him in planning for the future while he looks for further employment and recommend other businesses who could help him with this.
- Chris (December, 2011)

I had to explain to one of our clients that if they kept going the way they were going they would lose everything.  I had to use the ‘tough love’ approach because even though sometimes people do not want to hear it, they need someone to be direct.  I explained it to them that sometimes, “you cannot see the forest for the trees”.
- John W (December, 2011)

I met with a client who is a police officer and explained our finance process to her.  She said, “Your professionalism really shone today. You are really good at what you do. Thank you very much for setting my mind at ease and explaining everything so well.  Based on today's chat alone, I would highly recommend your services to my policing colleagues.”
- Brad (November, 2011)

I sent documents to a finance company for a client and after a week the finance company said they still had not received them.  We were able to organise for a new set of document to be prepared at no extra cost or hassel to the client and to be express posted to ensure that there was a minimal delay in the processing of the documents.
- Tahlia (November, 2011)

I have had to follow up with the staff from the bank numerous times because they were being slack in processing a client’s documents by a certain timeline.  We were able to get their finance approved when they needed it and they really appreciated how much extra effort we went to with chasing up the bank.
- Romina (November, 2011)

One of my clients signed a contact to purchase property with difficult finance terms before speaking to us.  The terms dictated that the finance needed to be approved in a very short time frame, which we were able to do by working longer hours to ensure that the client was able to purchase the property as they really wanted it.
- Chris (November, 2011)

I was able to show a client how they could purchase an investment property through small budget changes and using there mortgage to the best advantage where they had previously been told they could not.
- Michael (November, 2011)

I have been working with a couple to get them out of debt and into a stronger financial position so that we can organise investments for them.  They sent me an email saying, “Thank you so much for the mountain of work you and the team at FAA are doing for us. The confidence, knowledge and skills in the financial arena that you and your team have displayed has been nothing short of inspiring. For the first time in years we are believing in a future containing financial independence. Thank you.”
- Karl (November, 2011)

A couple came into our office wanting to buy a new car through a Novated lease, but because of their debt and bad credit rating their finance had been declined.  We were able to work with them to pay off their debt and fix their credit rating.  They are currently in the process of reapplying for a Novated lease and we will have it all settles by the end of the week.
- John W and Tahlia (November, 2011)

I had a client email me recently to tell me that, “I WILL recommend you to my friends and family anytime. You were truly awesome. I am so happy I chose you as I had two other consultants urging me to go with them. I liked especially the day when I was confused about the breakdown in payments and you called me after 5pm, and really eased my mind. I would have been troubled that night sleeping. You recognised that because you are good at what you do. Well done.”
- Brad (November, 2011)

I was able to organise a phone appointment with two of our consultants in different offices and a client who was in a different state.  I was able to co-ordinate this across different time zones and geographical locations, which was really helpful.
- Karla (November, 2011)

One of my program clients rushed into signing contracts for a home and land package deal on the weekend, which was not a good investment option.  We are able to assist him to get his money back for the deposit of construction and I am currently chasing up solicitor to get the client out of the land contract.
- Chris (November, 2011)

I met with a new client this week and I educated her about salary packaging and Novated leases.  She was eager to do a Novated Lease and for us to set up a cash flow plan so as she can do more with her income in the future.  The client sent me an email saying, “I appreciate your efficiency with replying to each of my questions.”
- Tahlia (October, 2011)

I was able to explain to a client how she can organise her car through a Novated lease, after a car dealer confused her.  She said that she was really appreciative of my simple explanation because she was stressed about it after speaking to the car dealer.
- Jeremy (October, 2011)

A client came in to see us because he was worried that he would not have enough money to retire on.  As the client lives in Brisbane and was not able to travel we went to Brisbane and educated him about his options and helped him to make a plan for his retirement.
- Chris and John (October, 2011)

A couple that I am working with live in a regional area and it is difficult to communicate with them on the phone.  I was able to organise a phone appointment and the client sent me an email afterwards saying, “Karl I really can’t thank you guys enough for your phone call today. I really wasn’t looking forward to it, I’m not one for follow ups and the like, but geez I’m glad you made that call today. We’ve wanted to do this for so  long now and everyone has just stopped us dead in our tracks because we don’t have enough deposit. We get told the same thing over and over again, servicing the loan is no problem, you just haven’t got enough deposit. You’ve given us the light at the end of the tunnel. Thanks once again and we’re both really excited about a new chapter in our lives
- Karl (October, 2011)

I had a client who was having difficulties with his Novated lease, but after looking into his file I was able to find a solution for the problem.  He said, “Thanks heaps mate for keeping me in the loop, keep up the good work!”  I was also able to liaise with other consultants in the office to ensure that everything was good. 
- Peter H (October, 2011)

A client who has been with us for many years has finally agreed with us that they need to start planning for their retirement because there is no time like the present.  We were able to show them a number of options to best maximise their current investments and increase their financial position so as they can retire when they want.
- John W (October, 2011)