Content Level: Intermediate
NAPFA Subject Area: K-Marketing and Practice Management

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