The final session that I attended during the LMA Conference this year was “Creating a Culture of Client Service Excellence” with Leonardo Inghilleri, the EVP and Managing Partner of West Paces Consulting.
I was a few minutes late to the session, and the energy in the room felt a bit low, so I was initially concerned I may have chosen the wrong session. But I was quickly proven wrong as Leonardo provided us with fabulous insight and an interesting perspective that proved most valuable.
As his bio on the LMA Conference website states:
"Leonardo Inghilleri is a recognized business expert and author, and an opinion leader in the area of organizational effectiveness and strategies, client service excellence, and business innovation. As one of the key architects behind the Ritz-Carlton’s two Malcolm Baldrige National Quality Awards, he has first-hand experience in creating a culture of client service excellence. During this session, you will learn about proven techniques that will help your firm improve the quality of the relationships with your clients. Leonardo will share the concepts and practices that will help to create and maintain the kind of client service environment that can produce strong bottom line results.”