Client satisfaction surveys and testimonials are key to remaining close to clients, understanding changing expectations, anticipating and fulfilling needs before they become requirements, and maintaining the edge on proactive service differentials.

Thomas Kalajian’s client service strategy moves beyond benchmarking other professionals and financial service peer practitioners.

Rather, in the larger scope of exceptional service models, his benchmarks are the great service corporations of American business, such as Disney Theme Parks, Federal Express, Southwest Airlines and other pioneering corporations whose culture and performance form the leading edge of the intense and innovative customer-focused movement.