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The Four Seasons Approach to Customer Service


A former financial advisor and managing director with Morgan Stanley, Chuck Roberts now works as Managing Director/Investments in The CR Wealth Management Group of Stifel. Overseeing a 10-member team within his office, Chuck Roberts engages in strategic financial planning on behalf of his clients, placing a focus on customer service. 

The CR Wealth Management Group operates on the "Four Seasons” approach, a customer service strategy established by the Four Seasons hotel chain. This approach involves four key principles:

1. Who we are. The team must understand its own offering and have an objective in place to define itself as a leader in its field. 

2. What we believe. Establishing a workplace ethos and culture helps the company pursue those values in its work with clients. All staff members must understand the core beliefs of the team and work cooperatively to satisfy clients based on those beliefs.

3. How we succeed. The team must define what it needs to do to strive for success in business and customer service. For many, this involves making a reasonable profit while providing high standards of service.

4. How we behave. This principle dictates how the team’s members act, both internally and externally. This behavior must remain consistent and stay in line with the organization’s beliefs.
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