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Don's Monthly Newsletter: "How Would Your Clients Grade Your Service?" - April 2015 (AUDIO)

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On March 23, 2015, published an article entitled Client Satisfaction: Can You Beat a C-? Maybe Not.  The article was co-authored by David Lo and Annie Catchpole, both of Scorpio Partnership.

The article focused on an enigma in our business; and like all good enigmas, this one is both puzzling and contradictory.  The service we provide continues to receive lower and lower marks while inflows get greater and greater.  They are not thrilled with our service but they continue to give us their money.

Running Time: 8:52

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