Family Learning and Experience Council - July 2018

6:30 p.m.

Council Dinner

Thursday, July 26, 2018

8:00 a.m.

Breakfast - Room 802

8:30 a.m.

Welcome and Introductions

Facilitated by Jane Flanagan and Karen Rush, Family Office Exchange

9:00 a.m.

Family Meeting Success: Fostering Connection, Learning and Legacy

How do you craft an agenda that entices and engages all ages? How do you create a memorable experience with the right mix of learning and fun? The speaker will share her personal experience as a 4^th generation family member who, with her cousins, planned her annual family retreats, along with her professional experience as a consultant helping families design family meetings that engage multiple generations in meaningful ways.

10:30 a.m.

Break

10:45 a.m.

Peer Discussion: How do you serve clients with different levels of engagement?

Every office s challenged to meet each client where they are and to respond accordingly. Some clients want daily contact by phone, while others may balk at an annual meeting. What do you do to ensure that you’re providing a meaningful client experience for all?

Please bring your experiences, strategies and tips to share with the group.

12:00 p.m.

Working Lunch – Room 802

Book Discussion: The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture by Robert Spector & Breanne O. Reeves

In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and thrive since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers.

Each Council member will come prepared to discuss two key takeaways from the book and how they might use these in their offices.

1:00 p.m.

Case Study: Screening for the “Service Gene” and Creating a Learning Culture

“The goal is not to get people to share your core values. It’s to hire people who already share your core values.” – James Collins, coauthor of Built to Last. In this session, The speaker will share their process for ensuring “fit” when hiring and outline the steps they’ve taken to create staff training and development opportunities that reinforce their core values and encourage a culture of learning in the office and with their family clients.

2:00 p.m.

Break

2:15 p.m.

Executive Dialogue

Facilitated by Jane Flanagan and Karen Rush, Family Office Exchange

4:30 p.m.

• Key Takeaways
• Profiles of Members who would Enrich the Council
• Topics for the Next Meeting

5:00 p.m.

Adjournment