Excellence isn’t just a goal; it’s a mindset. One of the ways we demonstrate this is by continuously looking for better ways to serve our clients and embrace change. A core part of this commitment is listening. True client service isn’t just about delivering quality work; it’s about understanding client needs, anticipating challenges, and evolving alongside them.

Listening to Understand

Excellent client service starts with great conversations. That’s why we believe in listening to understand, not just to respond. Through regular client interactions, we can actively seek feedback on how to improve. Whether through formal surveys or informal check-ins, we ask the important questions: What can we do better? Are there opportunities for us to improve? Would you refer us to others?

This feedback loop is ingrained in our culture. Across service lines, we emphasize the importance of client relationships, ensuring that we’re meeting expectations and exceeding them. While technical expertise is a given in our field, the ability to listen, interpret client needs, and provide proactive solutions sets us apart.

Gathering and Applying Feedback

We conduct a client survey through a third-party firm annually to gain unbiased insights. These results help us refine our approach, identify areas for growth, and recognize the strengths that clients value most. But listening doesn’t stop at surveys. We incorporate client feedback into our leadership training, ensuring that our people develop the skills needed to ask the right questions and engage in meaningful client discussions.

Client service isn’t just about processes, it’s about people. That’s why a portion of our director and partner compensation is directly tied to the client experience. By linking performance to client service, we reinforce the message that delivering an outstanding client experience is everyone’s responsibility.

Turning Feedback into Action

Client feedback is more than just words. It’s a roadmap for innovation. One key trend we’ve noticed is the growing demand for advisory services. In response, we’ve expanded our capabilities by hiring David Zaiken, an international tax leader with decades of deep advisory experience. David’s knowledge will strengthen our ability to guide clients and team members through complex tax issues, particularly those with international operations. His hire reflects our commitment to continuous improvement and evolving with our clients’ needs.

Additionally, we’ve refined our service model to provide multiple points of contact for clients. This ensures responsiveness, builds trust, and creates a seamless experience. By training clients on when and how to engage different team members, we create an efficient system that prioritizes accessibility and expertise.

A Commitment to Excellence

Our goal is to provide excellent client service and continuously evolve in ways that best support our clients. As we look ahead, we remain committed to listening, learning, and leading with excellence. Because when our clients succeed, we succeed.

Thank you to our clients for your trust, and thank you to our team for listening to and acting on client feedback. We look forward to growing together.

Amy Fisher Urquhart,

CEO & Managing Partner