Creating a Client-Centric Experience

Long-standing traditions can evolve over time. Especially when calls for evolution come from paying clients. For example, Bland Garvey, a 54-year-old CPA firm, added a wealth advisory arm in 2005. While the move was major, John Garvey Jr. calls it the best business decision in the firm’s five decades. And not just because business boomed.

Aside from attracting more prospects, the move transformed the relationship advisors at Bland Garvey developed with clients. More transactional in years prior, John noticed his bond with clients deepening as his scope of work broadened.

“I would challenge the idea that the client’s needs have evolved. I think the clients’ needs have remained fairly consistent, we just better understand what they need and we’re now better prepared to offer them what they need. And sometimes they don’t even know what they need and it’s our job to have this conversation to go beyond the investments.” ~ John Garvey Jr.

John’s work in wealth advisory was something existing clients specifically requested. Even before the switch to wealth management, John prioritized his relationship with clients. From the office setup to the structure of initial client conversations, every decision at Bland Garvey is made with clients’ best interests at heart.

In this episode, John talks with Steve about Bland Garvey’s decision to add wealth advisory services, why John’s service model and team approach are important, how the office is designed to enhance the client experience, John’s perspective on client evolution, and why an investment philosophy is essential to John’s performance as an advisor.


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