Is great customer service enough anymore?

In this episode of The Bearded IFA Diaries, I'm joined by Rhian Anstey, Region Director at Insight6, to explore one of the biggest differentiators for any successful business: customer experience.

Too often, businesses focus solely on customer service, but as Rhian explains, true customer experience goes much further. It's every interaction, every touchpoint, every emotion and every impression a client has from the moment they first discover your business through to becoming a loyal advocate.

We discuss why so many businesses, particularly within professional services are unintentionally creating friction in their client journeys, where firms commonly fall short, and the practical steps they can take to deliver experiences that genuinely stand out.

As a business that regularly measures our own client experience, I found this conversation particularly insightful. It's a reminder that exceptional client experiences don't happen by accident, they're carefully designed, measured and continually improved.

We also look ahead to the Insight6 Customer Experience Awards, celebrating organisations across North Wales, Chester and the Wirral that are raising the bar and putting their customers at the heart of everything they do.

Whether you're a business owner, director, manager or simply passionate about delivering outstanding service, this episode is packed with ideas you can apply immediately.

In this episode:

⭐ Why customer experience is far more than customer service
🗺️ Understanding the complete client journey
📉 The biggest mistakes businesses are making
🏢 Why professional services often overlook the experience they deliver
📊 Measuring what your customers really think
💬 Turning feedback into meaningful improvements
🏆 The Insight6 Customer Experience Awards and why businesses should enter
🚀 Practical ways to stand out from your competitors

If you're serious about building a business that people genuinely enjoy working with and one that earns loyalty through exceptional experiences, this is an episode you won't want to miss.

The Bearded IFA Diaries — real conversations with inspiring people, sharing ideas that help businesses, leaders and professionals thrive. 🎙️🧔🏻‍♂️✨

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How do you take an idea that's been years in the making and finally bring it to the screen?

In this episode of The Bearded IFA Diaries, I'm joined by Michael Roberts, actor, filmmaker and founder of Take The Cask Productions, to discuss the exciting journey behind Morbid—a comedy sitcom centred around the day-to-day lives of a funeral directors.

With the second pilot episode now released, Michael shares the inspiration behind the series, where the original idea came from, and why a funeral parlour proved to be the perfect setting for comedy. We explore the creative process, the challenges of independent filmmaking, and the determination needed to turn an ambitious concept into reality.

Michael also talks about balancing acting, directing and producing, working with talented casts and crews, and why perseverance is one of the most important qualities for anyone working in the creative industries.

Whether you're interested in filmmaking, comedy, entrepreneurship or simply enjoy hearing the stories behind creative projects, this episode offers a fascinating insight into what it takes to bring an original television series to life.

In this episode:

🎬 The story behind Morbid
⚰️ Why a funeral directors became the setting for a sitcom
💡 Where the inspiration came from
🎭 Acting, directing and producing independent films
🎥 The challenges of creating a pilot episode
🚀 Why persistence is essential in the creative industries
🎞️ What's next for Morbid and Take The Cask Productions

If you've ever wondered how a television series gets off the ground—or how years of ideas eventually become reality—this is an episode you won't want to miss.

🎥 Watch the Morbid Pilot Episode 2 here:
https://youtu.be/h7ZY13mkwww?is=oSDS4nCnRGOsAzUl

The Bearded IFA Diaries — real conversations with remarkable people, uncovering the stories behind business, creativity, leadership and success. 🎙️🧔🏻‍♂️🎬

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How do you start a career in financial services when you're just 19 years old?

In this episode of The Bearded IFA Diaries, I sit down with Lucy Gittins, the first Apprentice Administrator at Celtic Financial Planning, to discuss her journey into the financial services profession and what life is really like working within a busy firm of Independent Financial Advisers.

Lucy shares her honest experiences of joining the industry, balancing work with studying for her NVQ qualification, and adapting to a professional environment where every day presents new challenges and opportunities.

We discuss what attracted her to financial services, what surprised her most after joining the profession, the support she's received along the way, and some of the realities that people don't always see when considering a career in the industry.

Lucy also talks openly about what she was doing before joining Celtic Financial Planning, why she decided to take the leap into financial services, and how her confidence and knowledge have developed during her apprenticeship.

For young people considering their future careers, parents looking to understand apprenticeship opportunities, or firms interested in attracting the next generation of talent, this episode offers a refreshing and honest insight into the early stages of a career in financial services.

In this episode:

🎓 What it's like starting a financial services career at 19
📚 Combining an NVQ qualification with full-time work
💼 Working inside a busy Independent Financial Adviser firm
🤔 What surprised Lucy most about the profession
👍 The things she enjoys most about her role
📈 Learning new skills and building confidence
🤝 The support available through apprenticeships
🚀 Advice for other young people considering financial services

This episode is a reminder that there are many different routes into a successful career and that sometimes taking a chance on a new opportunity can be the start of something special.

The Bearded IFA Diaries — sharing real stories, real journeys and real conversations with people from all walks of life. 🎙️🧔🏻‍♂️📈✨

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