CLIENT LISTENING

INSIGHT THAT MOVES YOUR FIRM FORWARD

We believe great relationships are built on listening, understanding, and action which is why our work is centered around our Gather, Reflect, Act approach. Our structured approach ensures that the insights we gather lead to tangible improvements. We listen to your clients, and other stakeholders, capturing honest and valuable insights through independent, conversational interviews.

Client Talk seeks to change the way that we communicate with our clients by turning up the dial on active listening.

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OUR CLIENT LISTENING SERVICES

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TRAINING YOUR LISTENERS

We help professionals build the self-awareness and skill to listen well because better listening leads to better insight.

Our training draws on psychology to help individuals understand their own listening style, recognise how others prefer to communicate, and adapt their approach to uncover deeper, more meaningful feedback.

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SUPPORT GATHERING CLIENT FEEDBACK

If you need additional capacity or independent support for specific clients we can conduct client listening on your behalf.

All conversations are led by accredited coaches with professional services expertise. That coaching lens is what sets us apart from traditional market research approaches enabling deeper, more meaningful insight.

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ACTIVE LISTENING

Active listening is a core coaching skill, rigorously assessed during accreditation and refined over years of practice.

By bringing that discipline into client listening, we move beyond tick-box feedback.

We pay attention not only to what is said, but how it’s said noticing tone, hesitation and non-verbal cues and give clients our full, undivided attention.

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PROFESSIONAL SERVICES EXPERTISE

As well as being coaches, our client listening experts have hands on experience in professional services. Some are qualified solicitors with private practice experience, others have worked in-house. This background helps them know when to explore deeper and notice what others might miss.

We don’t just capture insight we help you make it actionable, through skills training or 1:1 coaching, so you get the most value from what clients share.

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BEYOND THE FEEDBACK

Taking place on Thursday 23rd April 2026 at Henley Business School, this one-day event is for anyone passionate about client listening and CX. Whether you’re shaping firm-wide strategy or just starting to spark internal conversations, you’ll find workshops designed to meet you where you are.

BUT, WHY IS CLIENT LISTENING IMPORTANT?

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Clients are your key to growth. With client loyalty increasingly coming under challenge from the wealth of choice available and from stretched budgets, understanding how we can best serve our clients is essential. Client Talk was created to change the conversations that firms are having with their clients.

All B2B businesses are built on a network of relationships. To create and sustain those relationships you will be regularly speaking to your clients. You will regularly check in with your clients to find out how things are. Some firms will go further and have structured relationship meetings with clients at regular intervals, or at the close of a project, tender or other significant milestone. Others will undertake horizon scanning.

All of this is a crucial part of relationship building, and underpinning all of these conversations is the ability to listen.

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THE BENEFITS OF CLIENT LISTENING

When client listening is done well it can empower your business to:

Improve decision making by taking out the guess work .

Identify opportunities that will grow your business.

Increase client loyalty by showing that you value the relationship.

Create products and services that your clients want.

Identify problems in a relationship before they become terminal

Improve client experience and with it your relationship.

CLIENT LISTENING FAQS

Q. What is the advantage of using a third party to ask the questions?

A. We know that it can often be difficult to ask hard questions. It might be that the relationship you have is longstanding, and you don’t want to ask about competitors and how you compare. You might feel uncomfortable cross-selling, or finding out why your cross-selling efforts haven’t worked. It might be that you are reluctant to probe into service delivery when you are the one delivering the service. It might just be that your relationship has grown to a point where you feel you are too close to have a formal conversation.

By using an independent person to do your client listening, you can find out answers to the questions you are having difficulty asking. The awkwardness is removed. Clients are more likely, to be honest with a third party –perhaps they themselves are feeling reluctant to bring up issues that might be seen to be a personal criticism.

Q. What are the benefits of getting client feedback?

A. You don't have to hunt far on the internet to find quotes from successful business people who attribute success to listening to their clients. Listening, and truly hearing what is said, removes assumptions and can provide multiple benefits.

Q. How do I get partners involved?

A. Getting partners to 'buy-in' to client listening is something we don't take lightly. The reasons that they don't are usually very human. Fear of Finding Out is a big one. Often, it is linked to a misunderstanding about what client listening is, or a feeling that they have been burned in the past. Our coaching approach means that securing, and building, buy-in is central to our process.

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