Conversations with KPMG

Blog Post by Danielle Martinez

August 2023

Thank you so much to KPMG for hosting an inspiring Empower Hour and shedding light on the world of client service.  Angie Ty, KPMG Partner + Project Glimmer Board Member, kicked off this Empower Hour noting, “Regardless of what role you have in a company, school, or in your personal relationships, there is always an element of customer service/client service. We all have clients and experience with client relationships, whether it’s for our work or personal lives.”

We had the opportunity to hear from two panelists, Jo Liaw Hickey, Partner at KPMG, and Conetha Van Aswegen, Finance director at Salesforce, to hear their advice on working in client services. 

What do you believe are the key elements of exceptional client service?

Jo: I believe that building credibility through proving that you’re excellent at your job and doing good work, matched with communication and transparency is the key.

Conetha: I think it’s important to understand the problem that the Client wants you to solve. You need to have the ability to ask questions, and sometimes ask the same question in different ways, so you can truly understand the problem is really critical to this field.

What strategies do you employ to build strong and long-lasting relationships with clients?

Conetha: To me it starts with the very first project and building trust and credibility with the client from the beginning. This is how you develop a reputation as someone that can be trusted, and you therefore will get called back again and again. 

How do you handle difficult or demanding clients while maintaining a positive and professional attitude?

Jo: I try to understand their motivations and any unsaid pressures that they may have. You may sometimes come across people that genuinely are jerks, but hopefully not many, and most of the time the pressure from a client is because they are getting pressure from another source (their boss for instance). Try to use this information to provide alternatives that can help diffuse the situation, and help to make them feel heard.

Thank you so much Jo and Conetha for the great advice. Please click HERE to RSVP and attend our next Empower Hour to hear more inspiring stories and career advice.