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.
Unexpected client feedback?
Related Insights
View all
Networking...not working?
As the festive drinks season approaches, some face it with dread. At the busiest time of the year, it’s just another thing on the list with little reward. Renee Taylor explains why your networking may not be working and what you can do about it.
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.
Dealing with negative behaviour internally
Stress, high workloads, and some poor role modelling had led to the increasing poor behaviours within the firm and leaders became aware of significant bullying. They were worried about losing staff and a negative change in their culture.
The solution was not exactly what the firm had requested. Leaders wanted to put the whole firm through inappropriate behaviour training. Past experience told us this alone rarely fixes the problem because the perpetrators don’t see themselves as such and usually don’t attend. So, additional measures were required.
Firm-wide inappropriate behaviour training therefore included a focus on the importance of calling the behaviour out and was backed up by discrete individual coaching for repeat offenders. At the same time, it was important to make sure the firm’s leaders had the skills to deal with these situations in their teams and that the firm’s policies and procedures covered the right circumstances.
Tackling the situation from all angles fixed the problem. The bullies ceased their inappropriate behaviour, staff were empowered, and the firm’s policies and procedures were updated to deal with anything that might arise in the future. All this made for a happier workplace.
Learning & Development – Do it for the firm
Learning and development (L&D) isn’t just something staff want—it’s something they expect. But the real winner here is the firm. When firms invest in L&D, they retain top talent, keep teams adaptable, and ensure everyone is performing at their best, especially during tough times.