Montagu Evans Case Study

- client listening -

CHALLENGE

Montagu Evans is a property consultancy run by a team of partners. The firm is passionate about constant improvement and client feedback is a big part of that. Montagu Evans gathers feedback from key clients and referrers annually and what they hear gets actioned and then also informs strategic decision-making.

After 4 years of gathering feedback, there were some themes that were running across the years and the Managing Partner was keen to address what the firm was hearing in the first in-person partner conference post-Covid.

WHAT WE DID

Having been heavily involved in the annual review process, Client Talk was well placed to help support the delivery of the programme for the partner conference.

We wanted to make sure that partners were informed about what was being heard, but also that they were equipped with the knowledge to do more listening themselves. We wanted them to think about how these conversations with clients might shape their and the firm’s future.

We ran a session on feedback and on the importance of joining the dots, starting with internal conversations. We shared some insight on active listening.

We used team coaching tools and techniques, including LEGO® SERIOUS PLAY®, to run further workshops focused on leadership in a professional services firm and ambitions for the future.

RESULTS

The annual client feedback programme has been central to shaping the firm’s forward-looking strategy. Continuous improvement has meant that the firm’s NPS has improved year-on-year. The partner conference was an opportunity to reconvene after Covid, and the workshops helped to cement the importance of listening to clients, collaboration and leading with empathy and understanding.

AT A GLANCE

Client Listening
Pitch de-briefs
Bringing learning to partnership conference
Driving action
LEGO® SERIOUS PLAY®

DOWNLOAD THE PDF

OUR CLIENTS

To play, press and hold the enter key. To stop, release the enter key.

WHAT OUR CLIENTS SAY

RAYA BLAKELEY-GLOVER
GLOBAL HEAD OF BUSINESS DEVELOPMENT
BIRD & BIRD

You are both excellent presenters and did a great job of getting the audience involved and driving engagement. Your experience and background help you to provide real-life examples and anecdotes/case studies that resonate with attendees"

I am very pleased to have Client Talk retained as our client listening and feedback provider. The service is professional, well thought through, quick turnaround, and provides valuable data for our business. completely tailored to us.

I've used a variety of providers but Client Talk is, by far, one of the best I've worked with, and will continue to not only use their service but recommend to our clients..

It was great to work with Claire on this project. It was a big project with tight deadlines. Claire was brilliant at project management; came up with great ideas and moderated her sessions with skill.