Case Study / A top 4 accounting/advisory firm had missed out on winning a specific, major, strategic client opportunity and as a result there was a drop in revenue on that account, relationships had suffered and the opportunity pipeline had shrunk. Exceptional Client Service Teams in Professional Services The dynamics and appetite within the client service team had both diminished. “Working on this particular account is like taking a one-way trip to the outback,” said one CST member. “We’ve lost our hunger for this client. We are demoralised.” A strategy was required to reinvigorate the client “story”, the firm’s appetite to invest in the client and the client team dynamic.
Transcript
CaseStudy /
A top 4 accounting/advisory firm had missed out on winning a specific, major, strategic client opportunity and as a result there was a drop in revenue on that account, relationships had suffered and the opportunity pipeline had shrunk.
Exceptional Client Service Teams in Professional ServicesThe dynamics and appetite within the client service team had both diminished. “Working on this particular account is like taking a one-way trip to the outback,” said one CST member. “We’ve lost our hunger for this client. We are demoralised.” A strategy was required to reinvigorate the client “story”, the firm’s appetite to invest in the client and the client team dynamic.
02/ The HowrogenSi introduced its leadership execution framework (Vision to Results) and the strong mindset/resilience framework (Fortius Mindset™) to focus the key CST members and ensure that the key aspects of leadership and resilience were made top-of-mind in every discussion.
We helped our client by:
• Advising and coaching the client lead partner before during and after CST meetings over a period of 9 months.
• Coaching individual senior members of the team on a 1:1 basis in tailored sessions addressing their most critical mindset requirements.
• Helping to build confidence, capability and enthusiasm within the client team by continuing to reinforce the importance of mindset on every occasion and reminding them of historical success and future potential.
• Continuing to keep leadership and mindset on the client team agenda by reinforcing the frameworks described above and reinforcing in every conversation and meeting.
• Having the client service team members complete a Vision to Results survey to benchmark their leadership execution.
03/ Together We’ve Achieved• An increased opportunity pipeline now on track to meet
the revenue target.
• Improved client team dynamics – “Best client service team to be part of for energy and attendance”.
• An increase to 98.5% in engagement and enthusiasm levels about working for client team, as shown by the Vision to Results survey conducted by the team:
• A dramatic increase in leadership execution effectiveness as noted by the lead partner and senior team members
A dramatic increasein leadership executioneffectiveness“An increase to 98.5% in engagement and enthusiasm levels about working for client team, as shown by the Vision to Results survey conducted by the team and rogenSi.”
