1. Case
Study /
A top 4 accounting/advisory firm had missed out on winning
a specific, major, strategic client opportunity and as a result
there was a drop in revenue on that account, relationships had
suffered and the opportunity pipeline had shrunk.
Exceptional Client
Service Teams in
Professional Services
The dynamics and appetite within the client service team had
both diminished. “Working on this particular account is like
taking a one-way trip to the outback,” said one CST member.
“We’ve lost our hunger for this client. We are demoralised.”
A strategy was required to reinvigorate the client “story”,
the firm’s appetite to invest in the client and the client team
dynamic.

2. 02/ The How
rogenSi introduced its leadership execution framework
(Vision to Results) and the strong mindset/resilience
framework (Fortius Mindset™) to focus the key CST members
and ensure that the key aspects of leadership and resilience
were made top-of-mind in every discussion.
We helped our client by:
• Advising and coaching the client lead partner before
during and after CST meetings over a period of 9 months.
• Coaching individual senior members of the team on a 1:1
basis in tailored sessions addressing their most critical
mindset requirements.
• Helping to build confidence, capability and enthusiasm
within the client team by continuing to reinforce the
importance of mindset on every occasion and reminding
them of historical success and future potential.
• Continuing to keep leadership and mindset on the client
team agenda by reinforcing the frameworks described
above and reinforcing in every conversation and meeting.
• Having the client service team members complete a
Vision to Results survey to benchmark their leadership
execution.
03/ Together We’ve Achieved
• An increased opportunity pipeline now on track to meet
the revenue target.
• Improved client team dynamics – “Best client service team
to be part of for energy and attendance”.
• An increase to 98.5% in engagement and enthusiasm
levels about working for client team, as shown by the
Vision to Results survey conducted by the team:
• A dramatic increase in leadership execution effectiveness
as noted by the lead partner and senior team members
A dramatic
increase
in leadership
execution
effectiveness
“An increase to 98.5%
in engagement and
enthusiasm levels about
working for client team,
as shown by the Vision to
Results survey conducted
by the team and rogenSi.”

3. What can we
do for you?
rogensi.com