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What is the

CSq Mindset?

‘The CSq Mindset’ is more than just a set of processes and procedures, it’s about how our clients feel when they’ve interacted with us. The mindset is underpinned by 5 beliefs that are fundamental to the way we engage at Charles Square and, without which, we wouldn’t be able to continue delivering 5-star value to our clients.

We believe that:

  • Collaboration multiplies success – combining our expertise with that of our clients will always result in a superior solution.
  • Sensing comes before responding – understanding context by asking the right questions enables us to respond appropriately and effectively to client needs.
  • All flames are caused by a spark – instead of getting distracted by the symptoms of issues faced by clients, we are invested in finding out what sparked them.
  • Empowerment creates space for growth – our role is to provide solutions to clients that empower them to spend time on becoming better at what they do.
  • Our promise is our bond – accountability to delivering on what we say we will, is fundamental to maintaining our clients’ trust.

Botho Stein

GENERAL MANAGER – MAY FAIR HOTEL

The May Fair Hotel Logo

Botho Stein

GENERAL MANAGER – MAY FAIR HOTEL

The May Fair Hotel Logo

Introducing the

5 Star Mindset.

In this video, the first in our series introducing ‘The 5 Star Mindset’, we welcome Botho Stein, the General Manager of the May Fair Hotel, as he shares his thoughts and insights on what the ‘The 5 Star Mindset’ means to him personally and to his staff.

Since 1927, The May Fair has welcomed guests to stay in one of London’s most iconic neighbourhoods and experience the delightful tradition of Mayfair hospitality. A 5-star deluxe hotel, it boasts over 400-bedrooms, multiple bars and restaurants as well as a gym and spa. It’s secret to success lies in its consistent delivery of a hyper-personalised customer experience made possible by its staffs’ dedication to attention to detail.

Video Summary:

What is The 5 Star Mindset?
  • It’s a way of thinking, not about awards or accolades.
  • Never settling for good but always striving for excellence.
  • Understanding how interactions make people feel.
Identifying The 5 Star Mindset in potential employees.
  • Hire for attitude and not skill.
  • Genuine passion for people trumps pre-existing skills.
  • 5 star mindsets often exist in non-5 star environments.
  • Affinity for KYC visible and used in customer interactions.
How to implement The 5 Star Mindset.
  • Approach customers with genuine empathy.
  • Recognise repeat custom and the power of personalisation.
  • Take feedback seriously and translate into practical action.
  • Own responses to queries or complaints. Don’t ‘pass the buck’.
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“At Charles Square, we know that our clients’ trust is paramount. They need a partner that is not there to just spend their money, but rather one who treats their resources and vision as their own.”

– Charles Square Co-founder

Client Experience &

The 5 Star Mindset.

In this video, the second in our series on ‘The 5 Star Mindset’, we chat to Andreas Christodoulou, founder of Kensington Parker. With offices in the heart of Mayfair, London, his private jewellery company specialises in the design and manufacture of bespoke jewellery with a focus on providing clients with unparalleled service and customer experience.

Founded in 2013, Kensington Parker is a referral-based business, attributing its growth to the brand’s positive reputation in the market. Andreas offers practical insights into tailored individual customer experiences that have proven invaluable to attracting clients who resonate with the Kensington Parker brand ethos.

Andreas Christodoulou

FOUNDER – KENSINGTON PARKER

logo_kensingtonparker

Andreas Christodoulou

FOUNDER – KENSINGTON PARKER

logo_kensingtonparker

Video Summary:

What are the hallmarks of a bespoke client experience?
  • Customer journey based on creating something for a client vs selling something to a client.
  • A focus on personalisation and individual client needs vs applying a ‘one size fits all’ approach.
  • Listening to understand who the client is and what they’re trying to achieve.
  • Empowering clients to make educated purchasing decisions vs decisions driven solely by price.
  • Never settling for good but always striving for excellence.
How is The 5 Star Mindset implemented at Kensington Parker?
  • Being willing to assist clients with their jewellery needs, no matter how big, small, or different they may be.
  • Engaging clients’ multiple times to ensure that they are totally happy with their decision before making a sale.
  • Implementing strict product quality control and selection criteria based on client needs before presenting options.
  • Educating clients about the value of the expertise that the team at Kensington Parker brings to the purchasing process.
  • Targeting specific client personas to ensure brand fit and that their expectations are aligned, to ensure an excellent client experience.
  • Building long-term relationships with clients by understanding their individual needs and helping them understand the choices available to them.

Looking to experience that 5 Star CSq Mindset?

Request a Call

Looking to experience that 5 Star CSq Mindset?

Request a Call

Looking for an experienced finance sector consultancy for your next project?

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Looking for an experienced finance sector consultancy for your next project?

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