Client Results: Growth, structure and less pressure on the owners

Real results from real businesses

Client Journey 1

Who:

  • Managed service provider with two owners and a team of 15.

The Challenge:

  • After a long run of strong growth, the business felt stuck

  • The directors were visibly out of step, and new initiatives stalled

  • Unstructured and inefficient, with poor communication between teams

  • A mostly reactive approach to account management

  • The business felt busy and stressed

What we did:

  • Supported one director's exit and the move to a single owner as managing director

  • Defined the product and offer clearly, uncovering new opportunities with existing clients

  • Delivered account management, business development and sales training and coaching

  • Built management team skills and introduced a performance appraisal process

The outcome:

  • 80% revenue growth over three years, and the buy-out of one director

  • The management team now runs the business day to day with real confidence

  • Significant business value and genuine independence from the owner

  • Every department well run, busy but calm, with excellent communication between teams

Client Journey 2

Who:

  • Market-leading recruitment firm with a premium position in the events industry

The Challenge:

  • A strong growth record, but performance had started to slide

  • Head office team demotivated and stressed, with frequent outbursts and infighting

  • Little organisational structure and weak management capability

  • Great client relationships, but a reactive approach to winning new work

What we did:

  • Refined the market positioning and created new sales roles with training and coaching

  • Defined a key account management process and trained every account manager

  • Built a new structure with heads of department, clear accountabilities and regular team and one-to-one meetings

  • Trained line managers to manage performance well

  • Defined a new culture with agreed values and ways of working

The outcome:

  • A more positive team, confident in its ability to deliver

  • Structure and roles working well, supported by effective one-to-one meetings

  • Sales team and heads of department winning new work with growing commercial confidence

  • A run of significant new client wins within eight months

Client Journey 3

Who:

  • Small to medium-sized UK radio communications company with two partners

The Challenge:

  • The business felt stuck, unable to see past short-term challenges

  • Unclear processes and roles, with gaps and overlaps causing frustration

  • No financial visibility for the directors, and poor cash flow and debtor management

  • A loyal team, but weak communication and key people under pressure

  • Strong client relationships, but an unstructured approach to new business and pricing

What we did:

  • Documented the enquiry-to-delivery process with clear roles and ways of working

  • Built sector strategies for the key markets where they were already strong

  • Established regular management, finance and whole-company meetings

  • Tightened financial reporting and credit control with the right software

  • Brought in experienced marketing support to raise their profile

The outcome:

  • 35% uplift in sales over two years

  • Clear processes make the business feel well run and calm

  • Marketing and business development activity now focused and planned

  • Growth and improved profits funded the purchase of new premises

  • Less dependent on its owners, with value building towards an eventual sale