Who it's for: Client-facing members, all stages

Compliance is table stakes. Explore what actually earns loyalty and referrals now — responsiveness, insight, proactivity — and how client expectations are shifting.

Questions to think about before we meet:

• What have clients thanked you for recently that wasn’t in the engagement letter?

• Where do clients seem willing to pay more — and where do they push back?

• How has what clients expect changed in the last few years?

• What’s one thing you wish clients understood about your work?