Service with some guile

"To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity."

This is a quote I came across last week in a copy of a new book by entrepreneur Luke Johnson called Start It Up, which is worth a read for anyone already running their own business or thinking about it. More of Johnson in a few weeks when he will be passing on tips, but his points about service will resonate with many advisers. He uses the examples of poor service from the likes of British Airways and the Post Office, but in our sector he might as well have been talking about the high street banks, and some of the life offices. However, it has been good to hear recently a few examples...