RubinBrown: One Firm, A Tradition of Trust

Clients Benefit From One Firm

While all clients benefit from RubinBrown’s culture, many also understand and appreciate the value of a one-firm culture and respond positively when individual team members support rather than undermine their colleagues. For example, when RubinBrown was competing for a new client with another accounting firm, a partner from the competing firm asked the CFO for the prospective client, “Please make sure you

call me, personally, with any new projects so that I can get the credit.” The CFO later told RubinBrown that he was predisposed not to employ a firm where the emphasis was on the individual instead of the firm, so RubinBrown was awarded the work. With a business model based on relationships, ensuring client satisfaction is key to the firm’s success. Toward that end, team members frequently solicit input on the quality of the firm’s service during meetings and interactions with clients. In addition, RubinBrown periodically conducts in-depth surveys with questions ranging from satisfaction with the services and resources being offered to the level of responsiveness and the performance of specific partners and team members. If issues are identified, they are addressed immediately and changes are made.

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