At Private Vista, we bring a unique perspective to the wealth management industry, helping clients to reach their vision of a life enriched – their Private Vista. Our process is backed by a team of outstanding professionals working together in a distinctive culture. That culture is best defined by the 29 Fundamentals, which we call “The Private Vista Way.”
These Fundamentals describe how we run our firm – the way we treat our clients, the way we work with each other, and the way we relate to our vendors and other partners. These practices and principles form the foundation of our unique culture.
1. PUT CLIENTS FIRST, ALWAYS.
We exist to serve our clients’ best interests. Period. We have a fiduciary responsibility to make sure that our advice is free of any biases, and to avoid any conflict of interest. When people give us their money, and share their stories and dreams, we enter into a sacred trust with them. Honor that trust ALWAYS.
2. ACT WITH INTEGRITY.
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Always tell the truth, no matter the consequences.
3. DEMONSTRATE A GROWTH MINDSET.
If we’re not growing, we’re moving backward. Look for every opportunity to reach more people, to share our story, and to help our business grow by serving more clients. In some form, we all play a role in business development.
4. MAKE EVERY INTERACTION COUNT.
Every contact with a client is an opportunity to create a positive experience. This includes calls, visits, voicemail, letters, e-mails, and every other communication. Make sure every interaction leaves our client feeling wanted, appreciated and respected.
5. MAKE QUALITY PERSONAL.
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. Pay attention to the details and get things right the first time. Always ask yourself, “Is this my best work?”
6. HELP CLIENTS LIVE THEIR PRIVATE VISTA.
Our goal isn’t simply to “discuss” issues or to “explore” possibilities. Rather, it’s to help our clients be able to live their dreams. Follow-up everything and take personal responsibility to see that clients come to completion in resolving their pressing issues and achieving their goals.
7. BE A FANATIC ABOUT RESPONSE TIME.
Respond to questions and concerns quickly, whether it’s in person, on the phone, or by e-mail. This includes simply acknowledging that we got the question and we’re “on it,” as well as keeping those involved continuously updated on the status of outstanding issues.
8. HONOR COMMITMENTS.
Do what you say you’re going to do, when you say you’re going to do it. This includes being on time for all phone calls, appointments, and meetings. If a commitment can’t be fulfilled, notify others early and agree on a new deliverable to be honored.
9. LISTEN GENEROUSLY.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend your judgment and be curious to know more, rather than jumping to conclusions. Above all, listen to understand.
10. SPEAK STRAIGHT.
Speak honestly in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues that may cause conflict when it’s necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected.
11. COMMUNICATE TO BE UNDERSTOOD.
Know your audience. Write and speak in a way that they can understand. Avoid using internal lingo, acronyms, and industry jargon. Use the simplest possible explanations. Where appropriate, check in to confirm you’re being understood.
12. PRACTICE BLAMELESS PROBLEM SOLVING.
Demonstrate a relentless solution focus, rather than pointing fingers or dwelling on problems. Identify lessons learned and use those lessons to improve our processes so we don’t make the same mistake twice. Get smarter with every mistake. Learn from every experience.
13. GET CLEAR ON EXPECTATIONS.
Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. End all meetings with clarity about action items, responsibilities, and due dates.
14. BE PROACTIVE.
Solve problems before they happen by anticipating future issues, planning for contingencies, and addressing them in advance. Work with appropriate lead times. Call clients before they call us. Preventing issues is always better than fixing them.
15. WORK SMART.
Be organized and prepared; and plan your work for maximum efficiency. Be thoughtful about your schedule, and have a game plan for your calls, your tasks, and your workday. Work with a sense of urgency and don’t put off till tomorrow what can be completed today. Know the priorities and work on them first.
16. BE RELENTLESS ABOUT IMPROVEMENT.
Regularly examine your work to find ways to improve. Don’t be satisfied with the status quo. “Because we’ve always done it that way” is not a reason. Guard against complacency. Embrace change and be innovative. Find ways to get things done better, faster, and more efficiently.
17. CARE LIKE IT’S YOUR FAMILY.
Clients don’t care how much we know until they know how much we care. Do the small things (handwritten notes, cards, phone calls) that show people you’re paying attention to them as individuals and that you genuinely care. Treat them with the compassion you would a member of your own family.
18. THINK TEAM FIRST.
It’s not about you. Don’t let your ego or personal agenda get in the way of doing what’s best for the team. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed.
19. SHARE INFORMATION.
With appropriate respect for confidentiality, share information freely throughout our organization. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?”
20. BE A LIFELONG LEARNER.
Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Be resourceful about learning and sharing best practices.
21. INVEST IN RELATIONSHIPS.
Get to know your clients and co-workers on a more personal level. Talk more and e-mail less. Understand what makes others tick and what’s important to them. Strong relationships enable us to more successfully work through difficult issues and challenging times.
22. SHOW MEANINGFUL APPRECIATION.
Recognizing people doing things right is more effective than pointing out when they do things wrong. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization.
23. BE PROCESS-DRIVEN.
Create systems and processes that are scalable and that support our ability to perform with consistency. Strong processes are the foundation of organizational effectiveness.
24. BE POSITIVE.
You have the power to choose your attitude. Choose to be joyful, optimistic, and enthusiastic. Your attitude is contagious. Spread optimism and positive energy.
25. LEAD BY EXAMPLE.
The best way to influence others is through your own example. Walk the talk. Take responsibility, both formally and informally, to coach, guide, teach, and mentor others. Be the change you want to see.
26. ASSUME POSITIVE INTENT.
Work from the assumption that people are good, fair, and honest, and that the intent behind their actions is positive. Set aside your own judgments and preconceived notions. Give people the benefit of the doubt.
27. LIVE YOUR PRIVATE VISTA.
Be an example of actively living your dreams. Own and protect your work-life balance, and make time for the things that are important in your life. Know and communicate boundaries and when you need to take a break to refresh and recharge. To give your best, you must be at your best. Be a steward of our most valuable resource: you!
28. MAKE A DIFFERENCE.
Be an active part of your community. Give back by contributing your time, effort, and where appropriate, your money, to make your community better. Every little bit matters. You can and do make a difference.
29. KEEP THINGS FUN.
While our passion for excellence is real, remember that the world has bigger problems than the daily challenges that make up our work. Stuff happens. Keep perspective. Don’t take things personally or take yourself too seriously. Laugh every day.