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Executive and Team Coaching:
Problem: A leading professional services firm embarked on a change effort to place a greater emphasis on client relationships. To support this change and to distinguish itself from its competitors, the firm reorganized into client-facing market teams. The leadership challenge was to shift the culture from an internal project focus to a client relationship focus.
Approach: Working as members of a national team, we coached senior executives on how to lead and manage this major change initiative within their specific geographic markets. We co-developed tailored roadmaps for change in each market and helped define executive guidance and direction and a communications plan to enlist the support of the people in the organization to drive the change through the organization. We co-designed all-hands offsite meetings announcing the change and engaging the workforce in dialogue about the implications of the change. We provided ongoing coaching and feedback to the executive teams to help them demonstrate the new behaviors needed to implement the change; clarify the business case; mobilize the workforce; and build a firm-wide commitment and sense of personal accountability to the new way of operating.
Results: As a result of our efforts, the teams successfully reorganized into new client-focused teams. The executive and leadership team successfully demonstrated and reinforced the new client-service behaviors leading to sustained culture change. Ultimately, the firm and its leaders achieved significant impact by establishing enhanced relationships with clients, allowing the firm to expand and maintain its overall market share.
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