Q&A Editorial: Celebrating 25 Years with Gail Cormack

In this Q&A editorial, Gail shares insights into how client expectations have changed, how technology has transformed the way we work, and how the professional sectors have evolved over the past three decades.

Career journey

Can you tell us about your journey with Braemar Finance over the past 25 years?

It’s been an incredible journey. Starting out, I never imagined I’d still be here 25 years later, but the role has given me so much – growth, challenges, and friendships that mean the world to me. Every stage has brought something new, and I’ve loved being part of a team that values clients and people above all else.

What initially attracted you to a role in sales and sales support?

After spending years on the road in my previous role, I thought I wanted an office job and joined Braemar’s head office. But I quickly realised I missed meeting clients face-to-face, so when the Area Sales Manager role came up, I jumped at the chance – and I’ve never looked back.

What have been some of the most memorable moments in your career?

One of the main highlights has been meeting incredible clients and colleagues along the way; those relationships have made the journey truly special.

Client service and sales support

How has your approach to serving clients evolved over the years?

It probably hasn’t changed much in principle – my core belief is still to deliver great service and treat clients with respect. What has changed are the tools and speed; technology makes things faster, but the human touch remains just as important.

What do you believe are the key elements of excellent customer service?

Communication, reliability and empathy.

Changes in client behaviour and business landscape

How have client expectations and behaviours changed over the past 25 years?

Clients expect faster responses and more transparency now. Technology has made everything instant, so patience is much shorter than it used to be.

What trends have you observed in how businesses operate and interact with financial services?

There’s a clear shift toward digital processes and self-service options, but the need for personal relationships hasn’t disappeared – it’s just evolved.

How has the professional sector evolved during your time at Braemar Finance?

It’s become more regulated and competitive, which has raised standards across the board and pushed us to be more innovative and client-focused.

Technology and innovation

What role has technology played in transforming your day-to-day work?

It’s made everything faster and more efficient, from processing applications to staying connected with clients on the go.

How has the adoption of digital tools impacted client interactions and service delivery?

Clients appreciate the convenience, but it’s important to balance digital efficiency with a human touch – they still value personal contact.

Are there any innovations that have significantly improved the way you support clients?

Electronic signatures have been a game-changer, removing delays and making the process smoother for everyone.

Reflections and advice

What are you most proud of in your 25-year career?

Building lasting relationships with clients and colleagues – I’ve always believed trust is the foundation of success.

What advice would you give to someone starting out in a sales support role today?

Be genuine, listen more than you talk, and never underestimate the power of follow-up. It shows you care.

What do you see as the future of client service in the financial sector?

It will be increasingly digital, but those who combine technology with empathy will stand out and thrive.

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