Tea or coffee?

This story was published by Citywire New Model Adviser on Friday 6th March.

The power of the perfect cup

For Olivia Perry, financial adviser at Connor Broadley, the effort made with clients’ drinks is a crucial part of the advice process.

The firm has decided that three minutes is the optimal time for tea to brew and uses a specific kitchen timer to ensure every cup is brewed consistently.

‘Offering things like tea and coffee sets the tone and demonstrates a level of care which is really important to us,’ Perry told Citywire.

Connor Broadley also has a drinks menu in every meeting room, to give a personalised feel.

The firm’s planners and account managers also keep detailed notes on client preferences ranging from ‘lukewarm water’ to ‘extra hot’ tea to specific requests for wide-brimmed glassware, to ensure that the next time a client visits, their specific ‘story’ is already known.

‘It’s about showing you are not just another person walking through the door,’ Perry said.

Perry also notes a significant ‘wellbeing element’ to the firm’s beverage strategy. In the stressful environment of financial planning, she views drinks as a potential tool for emotional regulation and support.

Hot drinks, especially, Perry said, can help a client feel safe and relaxed during stressful or complex discussions.

When it comes to the products they use, Connor Broadley’s corporate social responsibility team also vet all ingredients, ensuring that even the tea leaves have a minimal negative impact on local communities.

Ultimately, Perry believes that ‘every detail matters, regardless of how small’.

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Tea or coffee? The client question that matters more than you think for advisers