Delivering an Excellent Client Experience

Delivering an excellent client experience isn’t just a goal—it is exemplified by our core values and shapes everything we do. We believe client satisfaction goes beyond the basics; it’s about exceeding expectations, anticipating needs, and building lasting relationships.

Here are three ways to ensure our clients receive the best experience possible:

Go the Extra Mile

Our culture is built on the principle of exceeding expectations. We actively cultivate this mindset within our team, recognizing and rewarding behaviors that reflect our commitment to going above and beyond for our clients. It’s not just about getting the job done; it’s about delivering value that exceeds what was expected.

A recent example of this comes from one of our directors who was working with a private foundation. The client needed to create new resolutions to accept a large gift, a task that could have been left entirely to them. However, our director took the initiative to draft and format the resolutions, leaving the client with nothing more to do than place it on their letterhead. This small, intuitive act saved the client time and built rapport with a new executive director. These instinctive actions demonstrate our commitment to making our clients’ lives easier.

We believe that when our team members go the extra mile, they are not just completing a task—they are strengthening relationships and creating long-term value.

Be Proactive Problem Solvers

We don’t wait for problems to arise; we anticipate them. From day one at the firm, our team members are encouraged to take a proactive approach to problem-solving, ensuring that our clients receive solutions before issues become obstacles.

Our proactive culture is not just a team effort; it starts at the top. When Sandra, our Chief Operating Officer, joined our leadership team, one of her first initiatives was to foster an environment where team members feel safe to speak up, challenge the status quo, and offer constructive feedback. This culture, coupled with our leadership training programs, empowers our team members to make decisions at all levels, ensuring that client needs are met promptly and effectively and that we stay a step ahead of clients’ needs.

Lead with Relationships

I have always believed that my work is relational, not transactional. Long-term success comes from building strong, trust-based relationships with our clients. This philosophy is embedded in our culture and reflects how we serve our clients. Our approach to client service is team-oriented. We ensure that clients have at least two points of contact—someone with technical expertise and someone who is relationship-focused. This approach not only provides clients with comprehensive support but also reinforces our commitment to their success.

Succession planning is another area where our relationship-first approach shines. We don’t view succession as a one-time event but a continuous process. By involving associates in client interactions early on, we ensure that transitions are smooth and that clients always feel supported. It’s about making sure that the client is served by a mosaic of talent, not just one individual.

Our mission is to be “a firm you can count on,” and this mission drives us to prioritize relationships. We believe that by focusing on relationships, we create value for our clients and build a foundation of trust and reliability that stands the test of time.

In conclusion, delivering an excellent client experience requires a commitment to exceeding expectations, proactive problem-solving, and leading with relationships. At our firm, these principles are more than just strategies; they are the very essence of who we are.

-Amy Fisher Urquhart,

CEO & Managing Partner