Client:
Global Human Resource Consulting Firm (Fortune 500 )
Engagement Length:
One Quarter
Program:
Communication & Trust Rebuild Initiative
Challenge
A long-term $10M multi-service client relationship was on the brink. The teams supporting the client were siloed across different business P&Ls and offices. The client expected innovation, cultural alignment, and exceptional delivery. However, mistakes were occurring, team trust had eroded, and internal finger-pointing had begun.
The client noticed. Service was declining and they were quickly becoming dissatisfied. After seven years, they notified the team they would be seeking a new partner after the first of the year if performance didn’t improve. The situation was urgent: the team had one quarter to rebuild confidence and demonstrate value.
Gail and Bruce Montgomery
Solution
The firm partnered with us to address the breakdown in team dynamics and rebuild the client relationship from the inside out.
Gail and Bruce designed a tailored a program that targeted the specific behaviors undermining trust and performance:
Hands-On Workshops: Focused on active listening, constructive feedback, and communication to rebuild respect and accountability.
Continuous Support: Structured follow-ups and coaching sessions ensured new behaviors were practiced, reinforced, and sustained.
Personalized Approach: Adapted to help the team comfortably align their service to the client’s culture, build team dynamics, and the address client’s specific concerns, ensuring relevance and immediate impact.
The Results
The impact was felt quickly: harmony increased across the team, collaboration became more natural, and performance grew stronger in ways that were less about numbers and more about sustainable culture.
As Galyean put it:
“When my team is practicing empathy, compassion, and understanding alongside strong IQ, I see harmony in how we work together - and that harmony drives our success in ways that are deeply innate.”
“For any organization that values its people and wants to build lasting success, I would strongly recommend partnering with ExperienceYes. Their program is nothing short of excellent. It makes a difference.”
The outcome wasn’t just a stronger team - it was insurance against preventable turnover and the costly loss of talent.
The Results
NPS Surge
The team’s Net Promoter Score jumped from 4 to 9 in just one quarter, a clear signal of improved client trust and satisfaction.
$10M Client Retained
The client saw the change and the demonstrated commitment to the relationship. They did not issue an RFP and renewed their contract for another 3 years, avoiding a major revenue loss and solidifying the relationship for the long term.
Team Culture Rebuilt
Trust, accountability, and communication improved significantly, creating a stronger foundation for collaboration.
Sustained Change
Ongoing support ensured these shifts became part of daily operations, not a temporary fix.
As an aside, both internal and external team meetings became fun and the camaraderie and trust between internal teams and the client became palpable.
The Results
The impact was both financially significant and culturally transformative:
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Millions in Annual Savings through a modular central production facility design with improved reliability and maintainability.
Stronger Collaboration, with teams reporting increased trust, clearer communication, and faster problem-solving.
Improved Well Economics and Faster Time to Market, setting the company up for long-term growth and competitiveness.
Why it Matters
High-value client relationships can be lost not because of strategy, but because of team dynamics. This case shows how focused behavioral change, supported over time, can protect revenue, rebuild trust, and transform how teams work together. Strategic facilitation and follow-through aren’t “soft” - they’re business critical.
OUR TESTIMONIALS
"I’ve had the pleasure of attending several training sessions hosted by Gail and Bruce, and every time I walk away feeling empowered and ready to conquer whatever challenges lie ahead. I would recommend ExperienceYes to any organization that wants to empower their leaders to lead with empathy and authenticity."
Carime – Attorney, CHFA
"I found this program to be extremely impactful. The tools and insights provided have given me the confidence to lean into conversations I used to shy away from. I'm more self-aware and have greater trust in my capabilities."
Regina – RevGen
"Bruce and Gail's commitment to improving our communication skills at Experitec was nothing short of fantastic. The ExperienceYes program has made me a better active listener and has given me the tools to encourage more authentic, positive interactions within my team."
Wes – Experitec
"ExperienceYes Thriving in Uncertainty gave me tools I could immediately apply in my work to start seeing improvements in my communication and teamwork. The platform was easy to use, and Bruce and Gail were a delight to learn from!"
Dana – Experitec
"The ExperienceYes team are incredibly thoughtful, funny, engaging, and WORTH EVERY PENNY. The work they've done with my team in getting us to connect on a more vulnerable and real level goes beyond words."
Zach – First Choice Health
"What I loved is that none of this felt like corporate training; it felt like someone gave me permission to trust myself, slow down, and actually connect with the people I work with every day."
Millie Von B. – Sales Engineer
"Each time I get the opportunity to learn from Gail and Bruce, I jump at the chance! They bring energy, knowledge, and humor to every single session, and I appreciate the way they both bring their personal experiences into the conversations as well as the science to back up the content."
Aaron – Sr. Manager, RevGen
"Really enjoyed our time with Bruce and Gail. These are great tools that make me better at my job, I got to know a ton of coworkers that I wouldn't have previously known in a personal way, and it helped me at home to be a better husband to my wife."
Troy – Experitec
"This was the most impactful training I've received in a business setting in my 28-year professional career. Unlike some trainings over the years, this training will actually stick with me until I cross over!"
Bruce W. - Experitec