Last week Dec 4-5, 2024, NīVRT delivered two-day workshop, Building Trusted Relationships with Clients, for one of the leading fund administration providers in the industry, Piedmont Fund Services. This training brought together all Piedmont employees focused on client and investor relations success, and the results were nothing short of remarkable.
Piedmont Fund Services has built its reputation on delivering exceptional client experiences and fostering trust with investors. Their commitment to excellence is not just about staying ahead in a competitive industry; it’s about ensuring that every client interaction is meaningful and impactful. This workshop was a testament to their belief that people are their most significant competitive advantage.
As Ian Asvakovith, Founder and CEO of Piedmont Fund Services, explained:
“Our most important competitive advantage is our people’s expertise and their abilities to help our clients and investors navigating through complex business landscapes. Therefore, it is crucial for us to make sure that we always invest in helping our employees manage these relationships better and build long-lasting trust with our clients.”
This mindset was evident throughout the workshop as participants fully embraced the opportunity to refine their skills, align on best practices, and collaborate on strategies for future success.
Workshop Focus Areas
This training centered on three key areas to strengthen client and investor relationships:
- Understanding Expectations: Developing skills to uncover client and investor needs and goals through active listening and effective needs assessments.
- Setting and Managing Expectations: Establishing clear, transparent communication about timelines, deliverables, and boundaries to minimize misunderstandings and build trust.
- Resolving Expectation Gaps: Learning strategies to handle disagreements and unmet expectations with professionalism and a customer-centric approach.
Key Learning Outcomes
The workshop provided actionable insights and strategies to participants, including:
- Discover and Document Key Client Information: Participants worked together to identify the essential data and insights needed to serve clients and investors exceptionally well. This created a unified understanding of how to deliver personalized, value-driven service.
- The Importance of Written Communication: Written communication is an integral part of client relationships. Participants learned how transparency, clarity, and attention to detail in emails and reports can help build credibility and trust with clients. This module emphasized how small missteps in written communication can lead to misunderstandings, while clear and concise messaging can enhance professionalism.
- Setting Clear and Transparent Expectations: Participants explored how to set realistic timelines, define deliverables, and establish boundaries. Through group discussions and case studies, they practiced ways to minimize misunderstandings and ensure alignment with client needs.
- Resolving Disagreements with Professionalism: Effective dispute resolution is a cornerstone of trusted relationships. The group practiced strategies for handling conflicts in a customer-centric way, ensuring outcomes that strengthen trust rather than eroding it.
The Power of Collaboration
Johan Magnusson, Director of Learning at NiVRT, reflected on the experience:
“The passion and proactive mindset exhibited by Piedmont’s team were truly impressive. Their willingness to engage in deep discussions, share insights, and challenge themselves to grow demonstrated their dedication to client excellence.”
Bringing together individuals from different roles within the organization created an environment rich with perspective and collaboration.
Johan added:
“When professionals who engage with clients and investors come together, it’s not just about learning new tools. It’s about building a common language, aligning on best practices, and creating consensus on how to understand, manage, and resolve expectations. This shared foundation is key to long-term success.”
Piedmont Fund Services and their Commitment to Excellence
This training is just one example of how Piedmont Fund Services continues to stay ahead of the competition. Their investment in continuous development sets them apart in an industry where relationships matter most. By focusing on empowering their employees with the right tools, strategies, and mindset, Piedmont demonstrates an unwavering dedication to their clients’ success.
What makes this approach even more impressive is that Piedmont doesn’t settle for “good enough.” Even as a leader in fund administration, they understand that maintaining their edge requires a commitment to innovation and growth. This dedication ensures their team is not only prepared to meet current challenges but also to anticipate and adapt to the evolving needs of their clients and investors.
Their forward-thinking mindset is a model for the industry, proving that the best companies never stop learning, growing, and investing in what truly matters: their people.
For more information about Piedmont Fund Services, go to www.PFSGlobal.com
NīVRT is excited and grateful about being a small part of supporting them on this journey.
Looking Ahead
Workshops like these are a reminder of how impactful it can be to take a step back, reflect, and align on what truly matters in building strong relationships. The enthusiasm, collaboration, and practical takeaways from this session ensure that Piedmont’s team is well-equipped to continue delivering exceptional service to their clients and investors.
At NīVRT, we are passionate about creating tailored training programs that drive meaningful outcomes for our clients. It was an honor to partner with Piedmont Fund Services on this journey of growth and excellence.
If your organization is ready to elevate your client and investor relations, let’s start a conversation. Together, we can design a program that meets your unique needs and prepares your team for future success. You can reach us at info@nivrt.com or visit our website https://nivrt.com
