RubinBrown: Totally Satisfied Clients

CHAPTER 2

Client Service Expectations

RubinBrown is committed to superior quality and service as core value #1, but what does that mean? What are the expectations of totally satisfied clients?

In the early 2000s, a group of leaders at the firm sat down and set client service standards for all team members to follow. These standards outlined how we as a firm ensure totally satisfied clients through each and every client interaction. These standards later became what we call our firm’s Client Service Expectations. These expectations are broken down into one simple phrase, "Be responsive and likeable." This means, every team member should promptly respond to clients whether that be answering an email, returning a phone call or following up on an unanswered question. And, it means maintaining a positive, and likeable attitude to ensure great client service.

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