Key features
- Global professional service organisation
- Strategic relationship development
- Three year partnership
What was the situation?
In early 2007 one of the world’s leading accounting firms foresaw the beginnings of a downturn in the global economic market. They knew in order to maintain market share during the tougher economic climate they would need to develop strong relationships with their clients.
Remarkably they saw the global financial crisis as an opportune time to invest in their employees. The clear focus was on strategic relationship development from the junior level working on their internal relationships, through to the more senior level people in client facing roles.
How did The Maura Fay Group contribute?
Each of the groups had different development needs and as such, it was imperative the learning partner they selected had the ability to co-design the programs accordingly. They valued our fresh approach to tailoring – that is to understand the different requirements and be able to combine that into a program that provides consistency in outcomes. Each solution was tailored to the participant level, needs and requirements. The company had worked with us previously and enjoyed and saw the benefits of our intensely interactive approach. They had confidence in our ability to implement such an important initiative successfully with proven outcomes.
We developed a suite of programs for building both internal and external relationships. They were designed to build trust, understand effective questioning, create awareness around personal and business brand, package solutions to address the key pain points of clients and to develop authentic relationships internally and externally.
We understood during the global financial crisis a creative approach to delivery was required in order to support them in getting the greatest possible return for their investment. A co-facilitation model was adopted; our faculty provided the primary facilitation and theory and the client’s internal instructing team anchored the programs by presenting the relevance, case studies and real examples. This blend of theory and reality with both internal and external facilitators gave the program the required ‘stickability’ that can rarely be achieved using external providers alone.
What were the results?
The outcomes achieved internally have been greater focus on developing quality relationships within the company as well as externally with clients. The clients are now viewing the company as more of a trusted partner rather than just another service provider. The changes in communication and general behaviour between the different levels of the organisation have also improved.
We have partnered with the client on this particular project since 2008, and together we have continued to evolve the program to fit the changing needs of strategy, industry and participants.
Word of mouth has been one of the most positive ways the program has been marketed with people hearing about the program and wanting to be included on the next one.
Over the three year relationship we have trained over 200 participants across four countries.
Moving forward...
The program continues to evolve over time and changes with the shifting needs in the marketplace.
At the end of 2010 the company renewed its global partnership with us for another 12 months.