Rene: One of the absolutely fabulous things about working at Schwab is when we say we look at things through clients’ eyes, we really, really mean it. We put the client at the center of every single interaction and decision that we make.
Leslie: One of the first things you’ll come to learn and be aware about as you begin your career here, is that everybody is constantly thinking about the client experience.
Rene: …Chuck would say this, Walt would say this…If you solve the client’s need, then the rest of the business kind of solves itself. Rather than completely orient towards the bottom line, focus on what’s most important, and that’s the client. The rest sort of fills in along the way.
Leslie: Investing is really about relationships.
….What can we do to help you succeed? What can we do to help your firm grow? To help you service your client base, etc.?
I think asking those questions, constantly challenging the status quo, I think that’s what keeps us kinda on that leading edge. And then, you know, we’re innovating, not to compete – we’re innovating on behalf of our clients and in the process we are changing the rules of the game.
Phatsany; What do I love about Schwab? I love the people. I love the people that I work with and our purpose to help clients. That's why I stayed at Schwab and why I work here. Our culture is unique and we really do put our clients first.
Bryce: I’m very proud of my picture where I got a chance to talk to Chuck. I was really struck by how much of a down to earth person he was and it was just really interesting and inspiring for me to meet him in person.
Bryce: I remember seeing a video early on of Chuck talking about clients. He said we put our clients first... I was like, "Wow, that really sets a high bar for the expectations of what we're doing."
Bryce: We're continually trying to listen to the voice of our clients. What is your experience? Are you getting what you need? What are the pain points?
Phatsany: It's figuring out how to make maybe our processes a little bit more efficient. If we listen to their need, then we're coming up with ideas to meet that need and that's where the innovations sparks… Their voice is what drives our innovation.
Bryce: Through clients’ eyes is just us knowing that we want to continually think of new and creative ways of how we can take great care of our clients.
Chuck: Always put the client first.
We measure ourselves not only by what we do, but how we do it. Every action and each decision is based on building trust and seeing things through the eyes of our clients.