Success Stories

Consultant

SNATCHING VICTORY FROM THE JAWS OF DEFEAT

We worked with a consultant who was leading a critical piece of work with a global telecommunications company. He had failed to establish trust with one of the key stakeholders and their relationship was going from bad to worse. The consultant had to make the relationship work: his company would not tolerate losing this account and it was his responsibility to get it back on track.

He had done everything he knew to understand and meet the client’s needs, but this one stakeholder seemed never to be satisfied. Working together was starting to seem impossible.

We helped the consultant identify strategies for pulling the situation back from the edge. He noticed how he could trip himself up by feeling frustrated with the client stakeholder’s apparent intransigence. He then focused on the stakeholder’s agenda and planned how he could listen more effectively and ask incisive questions which would add value to their conversations. His aim was to get them both on to common ground.

He identified the areas where the client stakeholder and he triggered unhelpful responses in each other, and those where they would be most likely to establish genuine cooperation. His next meeting with the client went so well, he sold £400K of services — surprising himself and exceeding his target. But most important he positioned the account for a long term, productive relationship.

Success Story Profile

Leadership Level

Professional & Specialist

Programme Duration

6 months

Key Outcomes

  • Established long-term & productive relationship
  • Exceeded revenue target
  • Quick win of £400K

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