1. Internally - focused on improving our systems and procedures
2. Externally - focused on improving a) the services we provide to our clients and candidates, and b) their satisfaction with these services.

TLC is designed with the customer always in mind, and every improvement we implement is for the sole purpose of bringing us closer to our customers.

Components of TLC

• The TLC Life Cycle - the TLC Life Cycle is a visual aid that we use to help us gauge our customers' perceptions of our relationships. When a client indicates the stage at which they believe our relationship has reached, we set our sights on the next stage by implementing action steps based on customers' feedback.
• TLC Meetings - these are internal quality meetings held by our staff members to address issues that inhibit us from providing extraordinary service to our clients and candidates. Ranging form the simplest to the most complex, processes might include payroll processing, recruiting, interviewing, office procedures, and client invoicing. Each topic is benchmarked, and action steps are implemented to hold team members accountable to tasks and deadlines. At least 5 TLC meetings occur every week at Advanced Financial, and TLC meetings harness the creative power of our staff members to resolve everyday issues.
• TLC Service Reviews - We use TLC Service Reviews for three purposes:
  1. To continually clarify our clients' performance expectations,
  2. To serve as the conduit for our clients to give us honest feedback about our performance, and
  3. To help us establish goals together to continually advance our partnership

  Once a quarter, we meet with designated clients to review the business that has occurred the previous quarter. We identify weak areas in our services, and we ask for our clients' open, honest feedback about working with Advanced Financial. Goals and action steps are then created and executed.