Client Service Standards

What you can expect

We will…

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Put you first.

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Greet you with courtesy and identify ourselves when you call.

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Assist you in a respectful and helpful manner.

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Give you our full undivided attention, and listen, to effectively recommend the appropriate action for your request.

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Communicate with you using plain language.

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Operate as a team, to ensure that you have more than one contact at the firm.

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Bring the best possible use of our collective expertise and resources to serve you.

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Keep your information confidential and private.

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Check for phone and email messages regularly and respond in a timely manner.
– If we can’t respond to your message personally, another team member familiar with the matter will return your call.
– If you receive an “Out of Office” email we ask you contact the office at 217.605.8130.

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Process your requests accurately and in a timely manner.

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Inform you of processing time or changes relevant to your situation.

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Respond to any concern, resolve it, and notify you how it has been resolved.

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Provide you with, or refer you to, resources that may help you.

We ask you to…

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Let us know when you are unable to attend an appointment or if you need to reschedule.

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Be respectful to our team members.

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Provide us with up-to-date information and changes to your circumstances in a timely manner.

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Provide feedback to help us improve our services.

Our commitment to you

We will…

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Monitor our procedures and update them as needed based on your feedback to surveys.

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Monitor and review our Client Service Standards regularly.

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Provide ongoing training to team members.

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Be knowledgeable of current regulations by continuing our education.

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Stay current with our knowledge of solutions available for your needs.

Contact

Office: 217.605.8130
Toll-Free: 844.305.7670
Fax: 217.666.4188

604 N Union St Ste 1
Lincoln, IL 62656

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