We all need a refresher from time to time, and it’s always helpful to revisit core values and cultural material. INTRO TO THE CLIENT EXPERIENCE PROGRAM- MISSION AND PASSIONS They rolled out the entire program in 2019, and have committed to conducting the training again in 2023 with the continuous goal of $0 controllable attrition.
Even though some departments don’t work as directly with the clients, everyone at Venturity is still working towards the net goal of providing an exceptional accounting experience. The Client Experience group took their time developing their plan, as well as rolling it out, to ensure that it came at a pace that was manageable for the entire team.
#Crucial conversations training dallas series
They created the tagline “Get the Call” to spur on positive action.ĬREATING A CLIENT EXPERIENCE TRAINING SERIES With a goal of improving their clients’ life cycle experience, as well as align all Venturity employees to the core values, the Client Experience group met as a committee for two years to create a comprehensive program. And so, the leadership team recognized that in order for their company to succeed in the evolving industry, they needed to stand out by being an emblem for building strong relationships. In addition, the world of accounting continues to change as more and more services become commoditized and automated. Before they could start any of this, though, the Venturity team knew they needed to revisit their values, and then ensure that any materials produced also aligned with their culture.
They knew that they needed to improve their efforts in regards to crucial conversations and setting expectations, and to have clear guidelines for everybody to follow. This group’s task was to look at what kind of partnerships they wanted with their clients and to make sure that these relationships were set up to be healthy and valuable for both parties. In 2017, Venturity, a CXO and accounting services firm, formed a Client Experience work group to strategically solve for the attrition of clients. Instead, they paused to take a step back and look at the bigger picture. And being a Small Giants company, they didn’t simply try to slap bandages on the issue. When faced with an uncomfortable rate of client attrition that was impacting revenue and growth, the leadership team at Venturity knew they needed to make some changes. Special thanks to Annie Gough at Small Giants Community for authoring this post.
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