How To Service Your Clients The Right Way | with Simon Pitkin

Sep 26, 2025

Join Simon Pitkin, a client-servicing expert with over 30 years of experience in the financial services industry. He discusses the vital blend of technology and personal connection in client service. Simon emphasizes the importance of being visible and available for clients, especially during market fluctuations. He shares strategies for simplifying onboarding processes and coordinating departments for seamless support. Discover how the My Hoxton app connects clients with advisors globally, enhancing service while ensuring holistic advice across jurisdictions.

Ask episode

AI Snips

Chapters

Transcript

Episode notes

INSIGHT

Visibility Trumps Pure Automation

Clients value visibility and human contact alongside technology.
Simon Pitkin says being there when clients need you builds trust and loyalty.

ADVICE

Offer Direct Multichannel Contact

Provide multiple contact channels and ensure someone answers.
Do not outsource to call centres; give direct access to advisors or client services.

ADVICE

Simplify Processes To Speed Onboarding

Streamline internal processes to remove client friction.
Reduce duplicated emails, numbers, and contact points to simplify onboarding.

Get the Snipd Podcast app to discover more snips from this episode

Get the app

At Hoxton Wealth, growth only matters if clients remain at the heart of everything we do.

In this episode of Hoxton Life, Simon Pitkin shares his 30+ years of experience in client servicing and explains how we’re building a model that blends technology with personal, human connection.

From simplifying processes to ensuring clients have direct, 24/7 access to support, Simon breaks down what truly creates trust and loyalty in financial planning.

During their discussion, Simon Pitkin and Chris Ball break down:

How Hoxton Wealth’s growth is built on a client-first approach, where service and relationships matter as much as financial returns.
How technology enhances service by simplifying processes and giving clients 24/7 access, while making sure it complements, and doesn't replace, human connection.
The key challenges involved in scaling a business without losing the personal touch, ensuring consistent service across regions.
How trust and loyalty are created through availability, transparency, and proactive support.
Advice for advisers, and how success comes from prioritising client needs, clear communication, and seamless experiences.

For financial advisers and professionals, watch the full episode for insights into how to scale your business while still putting clients first - now on YouTube and Spotify.

👉 What’s the best client service experience you’ve ever had - inside or outside financial planning?

Ready to start your international financial planning career?

Hoxton Wealth is looking for ambitious individuals ready to take their careers to the next level. Whether you're interested in international financial planning, compliance, client servicing, or marketing roles within the financial sector, we offer unparalleled opportunities for growth and success.

Don’t miss a beat! Subscribe to our YouTube channel to watch full podcast episodes featuring insights from those that work for Hoxton and some of our special guests and partners. Stay connected by following us on Instagram, Facebook, LinkedIn, and X for more exclusive content.

Curious about our career opportunities? Visit our website to explore open positions and learn more about joining the Hoxton Wealth team. Your journey in international financial planning starts here!

For sponsorships, partnerships, or media inquiries, reach out to us