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Armstrong Watson
York House, Thornfield Business Park, Northallerton DL62XQ

t: 01609 702000
w: www.armstrongwatson.co.uk


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Simon Turner

Introduction

Armstrong Watson is a leading independent firm of accountants, business and financial advisers, encompassing 16 offices throughout the North of England, Glasgow and South West Scotland.
With over 420 team members, its the development and value we place in these team members that enables us to deliver a service to our client thats second to none.
Offering over 150 years experience of helping entrepreneurial and owner managed businesses, we pride ourselves in knowing our clients business needs inside and out, proactively providing advisory support to help them grow, develop and plan effectively for their future, always keeping their aspirations and goals at the very heart of what we do and maintaining a relationship of trust.
With over 150 years of history Armstrong Watson continues to grow, innovate and develop our business to deliver on our quest for helping our clients achieve prosperity, a secure future and peace of mind.
To deliver on this quest we engage all of the team from senior advisory levels through to all of our support teams across our offices and locations. The engagement is driven by bringing all of the team from across offices together for a strategy day and the engagement is maintained with the publication of our culture and behavioural handbook and regular celebrations of success towards our goals through our intranet system.
Investment in our teams and service lines is key to the professional advisory support we deliver to our growing client base. We train and develop our teams with recognised credentials and to date have over 100 people with recognised qualifications 60 with the Association of Chartered Accountants ACA 26 with the Association of Certified Chartered Accountants ACCA and 17 as Chartered Tax Advisors CTA. We also continue to invest and develop our Financial Planning Consultants and now have 17 advisers in place with 2 having Chartered Financial Planning status. Our Payroll division has also become the first accountancy payroll firm in the UK to be accredited with both the Payroll Assurance Scheme PAS kite mark and the Payroll Quality Partnership PQP kite mark. We also keep all our advisory teams up to speed with latest legislation and make sure all of our senior management team attend training sessions each year and encourage the team to seek further learning from desk based webinars.

All our senior management team are put through an Academy Programme which is delivered through coaching and training and puts emphasis on great client service through a series of role play soft skill focused initiatives.
Every key client facing member of the team is given training and support in meeting and exceeding client service delivery and this is supported firm wide though consistent internal communication via our intranet which is a cutting edge social media style platform facilitating instant cross firm communication, idea sharing and problem solving.
Our approach to developing the best client service delivery is a continuous improvement journey and we go through an ongoing cycle of asking for feedback and seeking ways in which we can meet and continue to add value to it.
With our clients we work hard to make sure we will become their trusted advisers through the services we provide. The more we engage with our clients by doing the right things the more likely they will become good advocates, recommending us to their friends and business networks. This recommendation is our referral process and becomes a key part of our growing success.
This also enables us to address issues immediately and seek areas to improve part of our desire to continually improve Armstrong Watsons levels of service to clients and to strive to meet and exceed expectations.
Client advocacy has been a key measurement for us to assess how we are meeting and exceeding the needs of our clients and ensuring we are providing the highest levels of client care.
Our mantra with all of the team for great service delivery and promise to our client is
Spend the right amount of time building a strong business relationship with you
Demonstrate that we understand what you want and need from us
Keep our promises do what we said wed do within the agreed timescales
Constantly demonstrate our added value to you, go beyond your expectations
Clearly define our actions, terms and outputs to you

As client advocacy is a key performance indicator of our client service delivery firm wide, monthly reports are communicated and analysed by office with each office receiving a client advocacy score based upon the feedback obtained from clients.
This is then communicated to every individual in office meetings and is posted up in common areas.
Any highly scored piece of client feedback is individually responded to both internally and externally and followed up with the Partner responsible for that relationship.
Likewise any negative feedback received via the client surveys is immediately communicated to the partner and then followed up with that client. We address any issues immediately.