Nathan Wootton | Breaking down the walls on giving clarity to customers, and confidence to advisers

Nathan Wootton’s passion for a watertight customer journey fizzes in this episode of Just Covered. As Operations Director of Waddle, Nathan spends most of his time educating his advisers on how to educate their customers. And it’s not about the product – that doesn’t come for a long, long time, he says. Instead, making sure advisers can be the architects of effective conversations, without anxiety around the difficult parts, is key to building rapport, eliminating customer confusion, and gaining long-term customer trust for every part of their life journey.In this conversation, Nathan gives a glimpse into how award-winning Waddle does business – from having its own claims department, to its four-hour protection conversation with customers. Everything here is about making sure the customer knows exactly what they’re getting with their policy and beyond.Nathan also shares:The factors contributing to the protection gap and how advisers can help to close it.The importance of customer storytelling, and the rite of passage of an adviser’s first claim.  The daily habit that keeps Nathan grounded and striving for constant improvement.This conversation is sure to fire you up and inspire how you think about customer connection.L&G Apply - Adviser Registration L&G Apply - Adviser Registration Ignite - Ignite | Mortgage Technology | Legal & General