Spring 2011 issue of Horizons

Jim Castellano, CPA Chairman james.castellano@rubinbrown.com 314-290-3300

Monthly electronic surveys are sent to segments of our client population seeking input on their satisfaction with our quality and service. We ask whether our clients are totally satisfied, somewhat satisfied, somewhat dissatisfied or totally dissatisfied with our quality and our service. These results are reported monthly to our board and any less-than- satisfied clients are immediately addressed. Every two years, we conduct an in-depth survey of a broad segment of our clients. In addition, personal visits are scheduled with a few clients every month to inquire of their satisfaction. Have we achieved the total satisfaction of our clients? Of course not. Are we continuously striving for total satisfaction of our clients? Of course. If you are a RubinBrown client and are not totally satisfied with us, I would like to hear from you. Please be assured that we care. Yes, there is cause for optimism. At RubinBrown, our optimism is founded in the satisfaction of our clients with the quality and service we provide. Thank you for your confidence in us.

is not a “passing fad” or “strategy du jour” at RubinBrown. Rather, it is an essential piece of our culture. Our vision at RubinBrown is to be “One firm, highly respected, nationally prominent, with a solid foundation of core values, inspired team members David Ogilvy, often called the “father of advertising”, once said “set exorbitant standards and hold your people accountable when they don’t live up to them. There is nothing so demoralizing as a boss who tolerates second-rate work.” I assure you that anything less than the total satisfaction of our clients is unacceptable at RubinBrown. Measuring the satisfaction of our clients is essential to achievement of this aspect of our vision. We need to know what you think and have created a variety of processes to receive your feedback. and totally satisfied clients.” A very simple statement, but not so simple to achieve.

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