At Agili, all these factors (especially being mindful of clients’ time and demonstrating that we align firm goals with their feedback) have resulted in our having annual client participation of at least 50 percent. In this day of survey burnout, that’s an impressive number! We launch our survey annually and our clients know to expect it. Because we communicate our findings and how they impact our internal goals, processes and systems, clients have been willing to participate regularly—many of them year in and year out. The annual client survey is part of the rhythm of their ongoing relationship with us.
A final suggestion…Once a firm has successfully made a client survey part of its annual calendar, they would be wise to add an annual employee survey as well to help focus internal firm goals. Since both clients and employees are a financial advisory firms’ most important assets, gaining honest insights and in-depth feedback from both entities will only enhance its performance and culture.
Cynthia Joyce, CPA, is chief operating officer at Agili, formerly JoycePayne Partners, of Bethlehem, Pa. and Richmond, Va. She oversees financial, budgeting, human resources and office operations. Additionally, she assists executive clients with corporate perquisites for contract negotiations. She can be reached at [email protected].