RubinBrown Team Member Manual

Section: Client and Engagement Relations 802

Policy Title: Policy Number:

Personal Conduct

Effective Date:

Supersedes Policy Dated:

06/01/2024

06/01/2023

Background: The creation of strong client relationships goes beyond necessary and transcends to becoming the essential ingredient to a productive, successful and totally satisfied client-team member experience. The “Totally Satisfied Client” experience is a goal to aspire to and strive towards with each and every client interaction. It requires the exercise of experience, foresight, interactive and ongoing communication. Policy: RubinBrown strives to provide a “Totally Satisfied Client” experience to every client. Team members will treat clients in a professional, courteous and respectful manner at all times, always placing the needs of our clients first while protecting the public interest. Procedure: Representing RubinBrown, team members are a part of a professional league and must always conduct themselves in a manner consistent with confirming that impression. Never reflect condescending or impolite mannerisms and never keep our clients waiting for unreasonable lengths of time (also see “Client Service Standards”, Policy Number 907). The team member in charge of an engagement is responsible for the work and conduct of the engagement team. In addition to completing an engagement, the team member in charge should consider it part of his/her function to explain to other team members issues about which they have questions. Team members are encouraged to ask questions as each engagement or special project leads to improved technical ability and personal growth. If at any time a client approaches a team member with a question or complaint, team members will give the matter immediate attention, referring the issue to the appropriate person. If a client should become abusive or argumentative and the team member finds the situation difficult to handle alone, the client should be referred to the in-charge, member of Management Group, or Human Resources.

RUBINBROWN TEAM MEMBER MANUAL | 74