Hurst & Co had successfully established themselves in Liverpool over a number of years and wanted to deliver the next phase of growth. To achieve this they recognised that they needed to:
- increase client retention and referrals
- develop their reputation as not just accountants but also business advisors
- support the management team to move up a level
- engage everyone in the whole office so that they were motivated to make it happen
The solution involved a combination of coaching the whole office to create a framework for success for delivering service excellence which would impact client retention and positive word of mouth.
A programme of bite size learning for the management team to develop their leadership was delivered.
Creating the framework for delivering service excellence had a significant impact on the engagement and motivation of those who members staff who were involved in its design and helped align behaviours.
The leadership development enabled the management team to not only increase personal effectiveness but also deliver results through others.
What they said..
"Your bright and energetic approach is refreshing. We found the training you delivered to be extremely well planned and focused to our business needs. You spent a considerable amount of time planning time with us before undertaking the detailed programme. The impact of this was a programme which took into account our firm's ethos and culture alongside our product range and strategy for the future.
You provided us with the tools to enable us to develop our team and our business. You have made and will continue to make significant impact on our business and our management team."
Claire Jackson Partner, Hurst