BKD Bolsters Client Service Culture With Hi5 Campaign

Springfield, Mo.-based BKD (FY11 net revenue of $390.7 million) recently launched the Hi5 campaign to engage employees, cultivate clients and celebrate excellence. Employees “elevated” for their efforts to deliver unmatched client service are entered into a year-end sports car giveaway.

BKD’s commitment to client service is at the heart of Hi5. Propelled by firmwide participation and education, this effort encourages employees to recognize each other and celebrate BKD’s culture.

BKD launched the Hi5 campaign, using real-time recognition to applaud employees who take client service to new heights. Those employees are entered into a sweepstakes to win a fully loaded 2011 Mazda MX-5 Miata sports car at the end of the year. The roadster is valued at more than $30,000.

BKD’s culture is rooted in the five standards of client service – ­Integrity First, True Expertise, Professional Demeanor, Responsive Reliability and Principled Innovation. Years ago the firm published The BKD Experience: Unmatched Client Service, a hardbound book spelling out the firm’s philosophy in great detail.

The first week of January, BKD rolled out Hi5 in all 30 of its offices by providing every employee with a branded launch kit. Firm leaders challenged personnel to create Hi5 moments for clients in 2012 and to “elevate” each other on a Hi5 Wall of Fame housed on BKD’s intranet. Peer-to-peer recognition is a simple morale builder that has proven popular; elevations on the wall recently surpassed the 1,500 mark.

The firm’s MPs are serving as Hi5 champions in their respective regions and offices. Their charge: Keep BKD’s client service standards front and center through a series of group coaching sessions and Hi5 rallies designed to educate and reward employees.

To promote Hi5 throughout the year, the sports car – emblazoned with Hi5 decals – will be on display in select offices to remind employees that delivering excellent client service is rewarding on many levels.