Excellence in Client Service
Steve Strammello is a Partner with Crowe Horwath and is the National Managing Partner of the Crowe Horwath Risk Consulting practice, which provides internal audit, regulatory compliance, information technology audit, and security and privacy consulting services to thousands of clients nationally.
Crowe Horwath’s risk consulting practice consists of some 400 professionals in over 20 offices across the U.S. And by any measure, the practice had a pretty good year. “The business unit I lead at Crowe Horwath, Risk Consulting services, experienced significant growth during the past twelve months and we added many new professionals to our team,” Strammello says.
But despite the increased workload the practice experienced, and the influx of many new professionals to the team, Strammello says the unit was able to improve upon key performance measures we set to gauge the level of service we provide to clients. “I am most proud of the fact that our team kept its focus on our client’s needs and ensured they were our highest priority, while maintaining our high quality standards during the year,” he says.
Strammello says risk management consulting services are often difficult for clients to measure a direct return on investment. Instead, he says, the value is measured in how well clients can manage or avoid risks that could impact their ability to accomplish their strategy. “This is a unique challenge in our line of consulting, and requires us to continually ensure our services align with what our clients value,” he says.
And that, he says, goes a long way when serving clients. Most clients, Strammello says, are appreciative of the efforts and sometimes may even offer thanks to Strammello and his team. “Nothing is more motivating than helping a client with a need and receiving a ‘thank you’ from them,” he says. “That alone provides the fuel to work even harder at what I do. Additionally, working with people who I enjoy spending time with and experiencing success together is a big motivator as well.”
Strammello, who has twenty years of experience providing risk consulting services to clients in a wide variety of industries, is a Board of Directors member of Crowe Horwath Global Risk Consulting, Committee member of the Crowe Horwath Management Committee, and is the past Chair of the Crowe Horwath Strategic Planning Task Force.
As far as the award itself, Strammello says, it’s a reflection of the hard work and quality client service provided by Crowe Horwath team members. “Since one of Crowe’s strategic measures is providing an exceptional client experience, being awarded an “Excellence in Client Service” award is an honor and a demonstration of how focused Crowe is on providing an excellent experience to each of its clients.”Q&A: What’s the biggest factor to your success?
“I think the major factors for my professional success have been my ability to be flexible, keeping other’s needs ahead of mine, staying humble and never forgetting to have fun along the way.”