2023 Committees' Annual Report

CLIENT CARE COMMITTEE

MISSION ■ To provide leadership and guidance to our employee owners in the awareness and implementation of our established client care competencies. ■ To promote a clear understanding of the interrelationship between internal and external client care, the client experience, and their collective impact as a competitive advantage in our industry.

2023 YEAR IN REVIEW ■ Held two Client Care Orientation Training sessions – June 28 and September 20. Trained approximately 45 new BL Employee Owners in Client Care. ■ Revised the timing for Advanced Client Care Training from Fall 2023 to early first quarter 2024. This was primarily due to the target audience (as well as the trainees) having multiple responsibilities in the Fall (BD goal setting, evaluations, development plans, etc.) which could potentially lead to poor attendance. ■ Sent monthly awareness communications Company-wide via email blast most months during 2023. ■ Hosted the Client Care Coffee Break during ESOP month. ■ Published articles in the Client Care Corner in BL’s Quarterly Newsletter. ■ Met bi-weekly throughout 2023. ■ Monitored Client Care actions within each department through committee members and provided feedback.