Ryan, LLC, Dallas, TX
Company: Ryan, LLC, Dallas, TX
Company Description: Ryan is an award-winning global tax services firm, with the largest property tax practice in North America and the sixth largest corporate tax practice in the United States Headquartered in Dallas, Texas, the Firm provides a comprehensive range of state, local, federal, and international tax advisory and consulting services on a multi-jurisdictional basis.
Nomination Category: Management Categories
Nomination Sub Category: Executive of the Year - Accounting
Nomination Title: G. Brint Ryan
Tell the story about what this nominated organization achieved since January 1 2013 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
At 27 years old, with a handful of personal credit cards, Brint Ryan funded the start-up of what is now the largest corporate tax practice in North America. Under his leadership and vision, Ryan has grown to almost 2,000 global professionals serving more than 10,000 clients in 40 countries.
In addition to introducing a performance-based fee structure based on results, Brint’s success is driven by his single-minded focus on delivering superior client service. Every client has his unconditional guarantee that Ryan will deliver the very best results possible. He established a policy containing 19 Client Service Principles that clearly outline expectations that guide all employees in putting the client’s interest first and building lasting client relationships. The result has been a 95% client retention rate.
Brint established the first industry Quality Assurance team to ensure that Ryan’s services are consistently performed at the highest level possible. Client satisfaction is measured through ongoing client satisfaction surveys, which are monitored real-time. Excellence is recognized, and improvement opportunities are immediately addressed. This focus on superior client service has resulted in one of the highest Net Promoter Scores in the industry. In addition to soliciting external client feedback, twice each year, Ryan employees are asked to provide their internal support teams with feedback about their performance. Both external and internal satisfaction numbers steadily increase each year.
Ryan Year-Over-Year External Client Service Results:
2008 - 96.00%
2009 - 96.79%
2010 - 96.31%
2011 - 97.06%
2012 - 97.57%
2013 - 97.79%
Brint has built an internationally recognized flexible work environment that focuses on results, not when and where the work is done. As a result, Ryan has received numerous workplace effectiveness awards. To make sure the culture is sustained, employee engagement surveys are routinely conducted, and a Culture Council monitors and responds to employee feedback.
The Customer Service Institute of America, delegated by the International Council of Customer Service Organizations (ICCSO) to manage the International Service Excellence Awards and Certifications, has awarded Ryan numerous global customer service accolades.
Brint received international Customer Service CEO of the Year for his commitment to maintaining a culture of client service excellence. Christine Churchill, Executive Director of the CSIA, states "When I met Brint Ryan during the on-site evaluation process, I was very impressed with his unwavering commitment to service excellence. I congratulate Brint and the entire Ryan organization on their proven ability to deliver superior client service."
International Service Excellence Award – Four-time recipient
• 2013 Visionary category winner
o Only the second company to receive this award for innovative client service practices
• 2012 Customer Charter category winner
o Sole international winner
• 2010 and 2011.
o Ranked #1 in the Medium company category for exceeding the rigorous criteria of the ICCSO
Certified Customer Service Organization Certification
• Gold Certification 2012 – 2015.
o First company ever to achieve exclusive three-year certification as a result of extensive review of client service and QA processes.
• 2011 – Highest score ever achieved for initial certification
Brint Ryan’s vision and commitment to invest and innovate has established Ryan as the greatest provider of client service in our industry. He understands that superior client service is the foundation to business success.
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Provide a brief (up to 125 words) biography about the nominee:
G. Brint Ryan, MS, CPA, is the Founder, Chairman and CEO of Ryan. Ryan provides a comprehensive range of state, local, federal, and international tax advisory and consulting services on a multi-jurisdictional basis, including audit defense, tax recovery, credits and incentives, tax process improvement and automation, tax appeals, tax compliance, and strategic planning
In addition to Chairman and CEO, Brint Ryan serves on various Texas tax and economic development committees as well as University of Texas advisory boards. He serves in a leadership capacity on volunteer boards focusing on education, wellness, children’s welfare, and affordable housing. He has received numerous “Top CEO” recognitions in recent years, and is a frequent speaker on state and local tax topics, as well as “best places to work” practices.