“You’d better have all the ingredients ready at hand before you start preparing the meal of a lifetime for your client.”

Inside the firm, unique employee experience had already been created through fostering team-spirit and trust. “Without that soul, that internal belief, I don’t think it would be possible to successfully build trust in the advisor-client relationship. There can’t really be any inconsistency between internal and external brand, they need to be fully aligned. You’d better have all the ingredients ready at hand before you start preparing the meal of a lifetime for your client”, she says determinedly.

All B2B professional services aim to create superior client experiences in order to build trust-based relationships. “Even in B2B, the origin of trust is in 1-2-1, human-to-human relationship, that is never based on solely technical mastery or a frictionless process detail, say, whether billing was on time or whether there was a feedback session – both important touchpoints on D&I’s client journey. Like high quality, trust is a very holistic experience with several intertwined layers”, Hollmén explains.

Clearly, trust has been established when looking at D&I’s financial figures in 2015 (+30% increase in turnover), 4th position in Mergermarket report on Nordic M&A deals in 2015 (measured by deal value) and the recent “highly commended”, 1st runner-up position in the Lawyer Magazine’s Law Firm of the Year in the Nordics in 2016. “A recent client quote of ours said: ‘Having now worked with them I can say they are quite excellent’. It reflects perfectly what I would like all our clients to feel after working with us: trust”, Hollmén says modestly, yet proudly.