How Sequoia Financial Group LLC has put clients at the center of its world
Sequoia Financial Group LLC has been expanding in recent years. The independent wealth management and financial services firm, headed by President Thomas Haught, has seen its client base grow and has had to add staff and even move to a larger facility to accommodate the changes.
The company merged its Cleveland and Akron staff to the new facility, offering them more meeting and conference space and enhanced technology capabilities. This past year Sequoia implemented Tamarac, a portfolio reporting system to improve client access, adviser-tailored reports and portfolio reporting. The system has helped improve client deliverables and overall client satisfaction by increasing efficiency and improving response times.
Clients are given access to Sequoia’s Service Excellence Group, which is a select group of professionals dedicated to handling their needs, providing another layer of communication and support. These staffers are cross-trained in all areas of the firm and receive on-going operational training. The group is so customer-centric that its members are trained to remember clients’ favorite drinks and snacks.
The firm participates in a monthly “Day of Caring” during which employees are encouraged to serve the community, with employees contributing to a range of charitable organizations. The company favors organizations where it says it can make the most impact, such as the Creutzfeldt-Jakob Disease Foundation, annually adopting families in need for the holidays, and preparing and serving meals at American Red Cross shelters.
