Improving Your Client Service Offerings

Date: Tuesday, May 14, 2013
Time: 01:00 PM ET / 12:00 PM CT / 11:00 AM MT / 10:00 AM PT [Prevailing Time]
Presenter(s): Dev Warren, Upstream Academy
Field of Study: Business Management & Organization
Program Level: Basic
CPE Credit: 1 Credit Hour
Delivery Method: Group Internet-based

No advanced preparation or prerequisites are required for this course.
Watch Recording

Course Description

When you talk about client service, do you talk about your outputs or about your client’s outcomes?
The differentiator in average firm offerings and great firm offerings is a focus on the client’s outcomes.

Too often we focus on the output (our work product) which means we worry about getting the work out, technically correct, packaged nicely and delivered in a timely fashion. The truth is that the majority of the firms do just as good of a job at this as you do “in the client’s eyes.” These are the non-negotiables of client service. True client service offerings start at the root of the phrase, at the “client”.

If you are a historian for your clients, that is you provide them with record keeping and filings, you are offering a commodity service that they can get anywhere. If you learn to listen to your client, you can discover what they find valuable and are willing to pay the most for. That is where your service offerings should begin and that can shape a firm into a high performing organization.

Listen in to learn the nuts and bolts of shaping your offerings to your client needs, the challenges you will have to overcome and the best practices that high performing firms use to succeed.

This session, Improving Your Client Service Offerings, is a 60-minute session that will leave you with deliverables that you can implement right away.

Presenter and Moderator Bios
With his fresh approach to developing and integrating workplace cultures, his insistence on being client-centric, and his requirement that everyone be personally invested in client success, Dev Warren has taken multiple companies from average to high performing. Developing and implementing strategic visions and plans, building strong cultures, and focusing on client-driven offerings have always been key elements in Dev’s success.

Dev is co-developer and presenter for Upstream Academy’s High Performance Firms program. He works closely with firms to help them identify and target high value methods of gaining and serving clients, leading teams, and engaging younger generations. Having coached numerous firms and younger employees, Dev utilizes non-traditional techniques to engage and excite younger professionals.

Dev has also developed innovative and proven methods for assuring successful mergers. With years of experience molding the cultures of companies acquired under his direction, Dev has a truly unique approach that leaves nothing to chance and helps ensure success. His work integrating cultures during the M & A process has allowed for unprecedented expansion of holding companies under singular leadership teams.

Dev is an Accenture Certified Lean Six Sigma Black Belt (LSS BB). Prior to joining Anderson ZurMuehlen in 2011, he worked at Blue Cross and Blue Shield of Montana directing strategic planning and visioning. In addition, he developed a process improvement division. Prior to his time at Blue Cross, Dev worked in the investment community overseeing numerous acquisitions while serving as chief financial officer, corporate and strategic development director, or controller. He has continually managed his own entrepreneurial enterprises in real estate, leasing, consulting, and telecommunications.

He serves on the Lewis and Clark Area United Way and Big Brothers Big Sisters of Helena boards and is a Hunter Education Instructor for the State of Montana. He is also active in fundraising and support for wounded veterans and their families. Dev has a bachelor’s degree from Texas Tech University.

Cost
$25.00 for CPAFMA Members / $40.00 for Non-Members / Free for PAFMs

Delivery System

• All programs are delivered using the Zoom platform.
• Confirmations will include log-in instructions.
• Participants are able to participate using any device with an Internet connect (if the device does not have speakers, the participant can also dial-in) or they can participate with audio only by dialing in.
• All registrants will receive a link to the MAPCast’s recording by email within 48 business hours of event’s conclusion.
• There will be assistance available to help with technical and connectivity issues up to 10 minutes prior to the start of the presentation.

Registration

All registration is done on-line with the names and email addresses of each individual guest. Log-in details will be emailed to all registrants approximately 1-2 days prior to each session.

Refund Policy

CPAFMA will not issue refunds for MAPCasts. If a registrant is unable to participate in the MAPCast and sends written notice to info@cpafma.org 48 hours prior to the session, a credit will be provided for a future MAPCast. Alert the CPAFMA staff member monitoring the MAPCast if technical difficulties are encountered and technical support will be provided to eliminate problems with future MAPCasts.

Additional Information

Live participation is required for CPE credit and polling questions must be answered to show active participation. All registrants will receive an email following the session with links to the slides and/or handouts, and a link to the MAPCast recording (unless otherwise stated). If you are unable to participate in the live session, you can still watch the recorded session, but you will not be eligible for CPE credits.

For more information regarding CPAFMA MAPCasts or administrative policies such as complaint and refund, contact the CPAFMA Headquarters at 937-222-0030, or info@cpafma.org.