Aug 31, 2017 10:00:00 AM

So Much More Than a Job

What is your job? Have you ever really considered that? I don’t mean the tasks you do every day, but something larger. Solving problems, sharing insights, helping others see the possibilities… Those are all acts of service and the very things that keep me coming back day after day. It’s so much more than a job. As each day unfolds and you go about your tasks, how would it change if you simply stopped for a minute and considered the acts of service you are providing your clients? 

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Topics: Culture, Client Service, Service

Jun 8, 2017 10:30:00 AM

The Key to Building Strong Relationships

Ring…ring…ring…it’s a sound we all hear throughout the day but to some it can be the thing you dread most. Whether it’s your wife calling, knowing you forgot to take out the garbage, or your supervisor asking for that report you knew was due the day before—it’s not a good feeling. But good news, there is a way to get out of those situations, and yes it works on spouses too! It’s having a strong relationship. 

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Topics: Relationships, Client Service

Feb 2, 2017 10:00:00 AM

Would You Put Your Name on It?

Since hearing John O’Leary speak at last year’s HORNE Leadership Summit, I’ve been devoted to reading his blog. In a recent post, John talks about Brian Buffini, who emigrated from Ireland at 19-years-old with less than $100. He worked hard, taking odd jobs until he was able to become a real estate agent. Although he had no business network and no real estate experience, Brian met great success and later became a consultant to real estate agents all over.

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Topics: Servant Leadership, Culture, Client Service

Jan 26, 2017 11:30:00 AM

“What Would You Order?”

Picture this. A nice restaurant, low lighting and candles lit. You ask the lovely waitress for an entrée suggestion. Her reply, “Try our prime rib po-boy. It’s wonderful. I get it all the time.”

She was direct, polite and believable as she shared her personal favorite on the menu. What could possibly be wrong with that?

At a restaurant serving $40 prime steaks with lobster tails, she had just suggested an $8 sandwich.  Not only that, but she repeatedly sold the most sandwiches of anyone in the house! More than half of her tables ordered at least one sandwich every night.

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Topics: Client Service, Proactively Guiding

Oct 6, 2016 10:30:00 AM

Complacency Kills Success

Recently, I was given an opportunity to be a part of proposing for work with a new client. I learned many things during this process, but my biggest takeaway was a comment made by the company’s CFO.

At this point in the conversation, we were talking through the process of them changing accounting firms. We addressed the fact that we would reach out to their former firm regarding the inspection of work papers. Realizing this could be an awkward process, the CEO asked if that encounter was typically hostile. In response, the CFO said, “Well no, because we aren’t switching firms due to issues with quality of the work, we are switching because these guys specialize in working with companies like ours.”

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Topics: People Development, Anticipatory, Client Service

Apr 21, 2016 1:00:00 PM

When We Make Culture the Priority, Clients Benefit Too

We spend a lot of time and money at HORNE on improving our culture. It’s an investment that focuses on improving career/life integration, personal flexibility, workplace diversity, and continuous feedback. We believe these investments are necessary to win the war for talent in the changing business environment. But making big changes internally can lead to a lot of questions, like will these changes affect client service and business development? And if yes, is that a good thing or bad thing? In this three-part series, my goal is answer those questions and add insight into how building a culture of continuous improvement benefits both team members and clients.

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Topics: Flexibility, Culture, Client Service, Diversity

Jan 29, 2016 10:00:00 AM

Perfection is Unattainable, Let’s Strive to Make a Difference

A few days ago, I had a crazy-wonderful, unexpected client service experience. Feeling inspired by our executive partner’s blog last week, The Desire to Serve: Are You Delivering an Unrivaled Experience?, I felt compelled to share it with you.

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Topics: Servant Leadership, Culture, Client Service