Notes from our check-in
Email thread Kelvinhaugh Pension Services · cs
Daniel Okafor's 8 May 2024 recap of a check-in with Fiona Drummond. He reports more managers using the brain before client meetings and promises a note on good questions. There is no customer reply in the thread.
What was said
What this says
As at Fri 9 Oct 2026Daniel Okafor's 8 May 2024 recap of a check-in with Fiona Drummond. He reports more managers using the brain before client meetings and promises a note on good questions. There is no customer reply in the thread.
Customer view: Daniel records that more scheme-relationship managers are logging in and that Fiona wants the rest of the managers to build the same habit. This is Daniel's account of the call, not Fiona's own words.
Ask: Fiona wants the habit spread wider, which points to adoption work within the existing seats.
Next: Daniel owes a short note on the questions active people ask, promised by the end of the following week. There is no customer response in the thread.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 8 May 2024 08:29Hi Fiona, Thank you for your time yesterday. Just to close the loop, here is what I took away from our check-in. The team is clearly finding it more useful than a few weeks ago. More of your scheme-relationship managers are logging in and asking the brain questions before client meetings, which is exactly what you hoped for when you first signed up. You mentioned that a couple of them now open it first thing on the days they have scheme reviews, and I thought that was a lovely sign. You also said you would like the rest of the managers to get the same habit. I'll put together a short note on the kinds of questions your more active people are asking, so you can share it round if it helps. I'll come back to you by the end of next week with that. In the meantime, how is the team finding it day to day? Anything that irritates them, however small, I would like to hear. Best wishes, Daniel