Client:
Global Human Resource Consulting Firm (Fortune 500 )
Program:
Communication & Trust Rebuild Initiative
Engagement Length:
One Quarter
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.
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.
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.
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