RubinBrown: Totally Satisfied Clients

The Foundation of Success

hotel? This experience is usually something that sticks with you because in the hospitality industry, you have come to expect a certain standard of service. When you go on vacation or dine at a restaurant, you expect the level of care and attention that you paid for. Why not create similar standards of yourself for your clients at RubinBrown?

“All of us can relate to great client service. Treat your clients like the best hospitality experience you’ve ever had.”

Partner, 20 years of service RubinBrown’s founders, Harvey Brown and Mahlon Rubin, established client service and quality expectations when they started the firm and those expectations are still alive decades later. In the early 2000s, the firm started measuring client satisfaction through various types of surveys. The survey is still used today and asks clients two questions. The first question is regarding the quality of the work performed. The second question is regarding the level of service experienced. The best response a client can give to either question is totally satisfied. The other options include somewhat satisfied, somewhat dissatisfied and totally dissatisfied. Clearly, the goal is to deliver a totally satisfied client every time.

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