“Joanna was a brilliant sounding board who helped me look at things from the client’s point of view. This gave me a fresh perspective and helped me adapt my approach to suit the client but in a way that also worked for me.
18 months later I am still supporting the client. We have a super working relationship but things could have worked out differently without Joanna’s intuitive and practical advice.”
Context
Claire (Professional Services Adviser) had a legal client that she was over-servicing, so she needed to redraw some boundaries so that she could be compensated appropriately whilst servicing the client to a high standard and delivering client excellence.
Approach
I helped Claire to look at the situation from the client’s perspective and assess what they might not be aware of.
We then made a clear plan to look at the reality of the situation and I helped Claire to outline the conversations she needed to have with the stakeholders at the client firm.
Outcome
The work with me helped Claire retain the client and move the relationship onto a more solid foundation so that Claire felt valued and appropriately compensated and the client felt like they were receiving excellent service.