The WOW Service Checklist

Here are the guidelines we use to ensure that our clients have the optimal client experience:



Investment Satisfaction:



1) Makes an exceptional effort to understand each client's unique needs.

2) Works with each client to define those needs in considerable detail.

3) Provides well thought-out and viable alternatives suited to solve those needs.

4) Investment advice is appropriate based on each client's objectives.

5) Investment performance is dependable.

6) Investment performance is good relative to the indices.

7) Portfolio performance, at a minimum, meets client expectations.



Services Satisfaction:



1) Clients are extensively involved in the decision-making process.

2) Clients needs are understood and have high priority.

3) Client privacy and confidentiality are strictly maintained.

4) Client queries are responded to on a timely basis.

5) Clients are updated on a regular basis and immediately following a major event.

6) Administrative errors should not occur (but if they do, they are quickly and efficiently dealt with).

7) All deadlines are strictly adhered to.



Relationship Satisfaction:



1) There are no "stupid" questions.

2) Client feedback is invited and used to further enhance service.

3) Stewardship is the on-going monitoring and regular contact to ensure that established goals are being met or otherwise strategy is adjusted accordingly.

4) Is this a comfortable relationship for the client?

5) Is there a feeling of Trust for the client?



Success = Results - Expectations



Is your client experience optimal?