Fall/Winter 2016-2017 | BWD 13
Enhancing the
client experience
An interview with Rehmann’s Director of
Client Experience
It’s a given that first impressions are important. But in today’s hardcharging and rapidly changing business world, a good first impression
isn’t enough. Every subsequent impression must also be as remarkable
as possible. In an ongoing effort to continue earning its high customer
satisfaction results, Rehmann consistently focuses on how to ensure
exemplary client experiences.
Mitch Reno knows a thing or two about this topic. As the Director of
Client Experience at Rehmann — one of a select number of firms that
received Inavero’s 2016 Best of Accounting™ Award for client satisfaction
— he devotes his efforts every day to raising the customer service bar.
Here, he shares insights into what it takes to create experiences that
exceed expectations and make every impression a positive one.
Q: Why is the business world so focused on client
experience today?
A: Companies know keeping their customers happy is key to business
success. Business leaders recognize that the future health of their
business is in the hands of their clients. From Wall Street to Main Street,
organizations realize they need to listen to customers more effectively
and more often than ever before.
Q: Why have client surveys become a matter of course of
doing business for so many companies?
A: We all get tired of being asked to complete surveys, but as customers,
this is our chance to make an impact on the quality and desirability of
products and services we buy. From the products that are developed to
the way services are delivered to us, customers are now in the driver’s
seat when it comes to creating the experience they want to have in the
future. And, trust me, companies listen. I know at Rehmann, we take
every survey response seriously.
Q: What do clients tell you they want most?
A: Here’s what I’ve learned in 15 years of working with our
clients: They expect quality deliverables, on time, every
time, without hassles. But they also want innovative ideas,
proactive outreach and someone who cares about their
financial future as much as they do.
Q: How can clients get more from their experience
with Rehmann?
A: Be collaborative early and express your expectations as
clearly as possible. Ask to meet more of the people at the
Firm who can provide the necessary resources to meet your
goals. Be quick to express concerns if your expectations are
not being met. The team at Rehmann really wants to make