Hello! First of all, thanks for spending time checking us out. I know there's lots of distractions out there (hello social media and hilarious dog videos) and I appreciate that you've taken the time to read what we've got to say.

I'm the team's Head of Awesomeness – that means that I spend my days making sure that we're delivering the most awesome client experiences that we can, that we have the best client services out there and that we continue...