Relationship marketing at the touch of a button

I asked my financial adviser to change my money held in a poorly performing investment fund at a bank to one at a private reputable fund manager. As this seemed to be taking some time, I called the adviser to ask about progress. I received the following set of cc emails:

First, a cc email from the adviser to the fund manager. “Do you have any idea as to when we can expect this transfer to be completed? Understandably my client is getting a little anxious”

The next day I received another email from my adviser and was a copy of an email from the bank to the fund manager that had been forward to the adviser saying “It was paid into account XX as requested on 1 August. A confirmation letter was sent out, however it was our mistake and we addressed it to Mr Watkins, but at PO Box 1692. I apologise for this, and we are sending out a letter to yourself and Mr Watkins today confirming that this transfer occurred”

Then another email from the adviser to me. This was a cc email from the adviser to the fund manager. “Can you confirm when this transaction is completed please - Adviser” and also a copy of the reply from the fund manager to the adviser “The Money is now in Mr Watkins investment account. Yeehaa”

The result was a very happy client, in fact I am delighted - not so much at having the money transferred, but at the way my adviser had been kept informed of what progress was or was not being made. This saved considerable embarrassment and stress in having to deal with an unhappy client. If the adviser had phoned me saying “Its been transferred but apparently confirmation was sent it to the wrong address” that would have viewed with a similar level of credibility as “the cheque is in the mail”. And all it took was copying me in on his emails.