This case study discusses how focusing on elevating staff can positively impact client satisfaction. The company was experiencing disconnected teams, unsatisfied clients, and a lack of leadership. Management spent time understanding gaps from the client's perspective, such as poor communication and lack of trust. They also gathered feedback from staff about why these issues existed. Actions taken included creating a safe environment for open discussion, eliminating unsupportive staff, providing guidance and regular meetings to improve team dynamics and communication. As a result, client satisfaction ratings improved dramatically over 12 months from 2.0 to 4.2. The client recognized and praised the progress and positive changes in staff attitude, transforming the relationship into a partnership.

1. Staff First:A case study inClientElevation
“Clients don’tcomefirst. Staff comesfirst.If you take care of youremployees,they will takecare of your
client”- Richard Branson
The Issue:
 Disconnectedanduntrustingteamleadtounsatisfiedand unenthusiasticclient—noproper
leadershipnationwide
The Focus:
 Spentample time withclientonwhattheysaw as gapsand issuestheywanted
resolved/focusedon
o Lack of communication,trustandopenness,total “roadblock”
o Feelingthatthe teamcouldnot see the finishline,noclearpath
o Feltlike we neededtofocusfirstonourselvesthenbringopportunitytothe table.
 Spentequal time withthe staff enterprise wide toidentifythe reasonforlackof
communication,trust,opennesstothe client.
o Createda safe environmentforopendiscussion
o Broughthonestytothe teamon clientfeedback
o Evaluatedthe staff andmade the decisionsoneliminatingonesthatdidnotwantto
elevate the staff/customerexperience
o Providedopportunitytocreate a teamenvironment,crosscommunicationand
confidence toapproachclient
o Guidance onJLL expectationsandhow tobringthe positivitybacktothe client.
 ConsistentOne onones
 Regularteammeetingswithsetagenda/due dates
 Face to face interaction
 Recognitionbothpersonallyandaccountwide
 Allowthe staff todo theirjobsbutalsoshowcase skillsettoclientandotherJLL
staff.
The result:
 Increasedclientinteractionandcomments/emailswithkindwordsandpraise aboutthe staff
 Movedthe clientsatisfactionrating froma2.0 to a 4.2 in 12 months
 My clientregularlycalledoutthe progressandchange inthe communicationandpositive
attitude.
 What was once a relationshipwasnow viewedasapartnership
 A happywell supportedstaff changedthe perceptionand attitude of the client.