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Client Service Experience - Moving from Great to Exceptional in Three Steps
Course Information
Content Level: Intermediate
NAPFA Subject Area: K-Marketing and Practice Management
Course Description
Exceptional client service is a competitive advantage that accelerates the growth of your firm. This session will explore the steps for developing, training and sustaining exceptional client service unique to your firm. Ms. Holland will cover the following three steps during her presentation:
1. Defining exceptional service. We will explore the language of client service, define the must-haves before beginning this new journey, e.g., ideal client, strategic plan, core values, and share personal experiences of exceptional service.
2. Creating a platform for exceptional client service. We will explore the firm-wide development of a culture of client service, processes and training for sustaining exceptional client service, and ongoing feedback loops for evaluating.
3. Interactive time to initiate an action plan and explore.
Cheryl Holland

Cheryl R. Holland, CFP ®, is President and Founder of Abacus Planning Group, Inc., a wealth management firm with $1.1 million, AUM. Ms. Holland consistently appears on top advisor lists such as Barron’s and Wealth Manager. The National Association of Personal Financial Advisors recognized Ms. Holland as one of the “30 Most Influential People” in its 30-year history.

Ms. Holland is a graduate of Bryn Mawr College with a degree in economics. She is a dedicated volunteer in her community and is currently a member of the American Bible Society Board (Chair, Investment Committee), Bryn Mawr College Board of Trustees (former Chair, Investment Committee), Clemson University Foundation Board (Vice-Chair, Investment Committee), American Red Cross Tiffany Circle (Chair, SC Midlands), and the Institute for the Fiduciary Standard, (Chairman’s Council).

Availability: On-Demand
Cost: Member: $39.00
Non-Member: $59.00
Credit Offered:
1 NAPFA CE Credit
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