A guiding hand for leadership
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Dealing with negative client feedback
The firm was receiving consistent client feedback that their people were arrogant and difficult to work with. The high quality of their work was the foundation of success, but leadership was worried that this behaviour could result in a bad reputation and loss of work in the future.
The solution was an independent client review program combined with internal workshops to determine revised values that expressed how the firm wanted to be seen in the market. These were made real and consistent in the firm though a comprehensive behaviour change program and strategic internal communications firmwide. The result was that both clients and staff were much happier, positive aspects of the culture were reinforced and reflected in a recruitment uplift. Leadership felt disaster had been averted.
The title changed.
Performance review season is here. And somewhere in that conversation comes the BD question. How visible are you? What's in the pipeline? How are you tracking?
Are your best clients your right clients for 2026?
Most professionals can name their 'best' clients in seconds. But ask them if those are the right clients for next year and most realise they've never actually decided. As the year winds down and the professional services world shifts into holiday mode, there's finally time to take a break. But this downtime is also one of the most valuable business development opportunities of the year.
There's no such thing as a bad client
When we’re working to build our business and meet revenue targets, it’s tempting to take every job that walks in the door, or to undertake every task an existing client presents. But is that the right way?