The Challenge
Quintet aimed to enhance the soft skills of client-facing personnel dealing with ultra-high-net-worth (UHNW) clients and commercial organisations. The goal: equip staff to structure and facilitate consultative meetings, build trust, and foster meaningful client relationships. Enhanced relationships were expected to drive greater wallet share and wider service adoption.
Our Approach
Collaborated with Executive and senior client-facing teams to design a bespoke programme, fully aligned with Quintet’s language, processes, and values, based on Professor David Maister’s work on trust.
Piloted and rolled out the programme to c450 UHNW Private Bankers and c250 Corporate Bankers.
Conducted Train-the-Trainer sessions for associates, delivering training in 6 languages across 8 European countries.
Coached management to embed and sustain the approach.
The Results
Immediate workplace application via real-life case studies.
85% of practised client cases resulted in increased business.
95% of participants rated the programme “highly satisfying.”
Organisations seeking to equip client-facing teams to have meaningful conversations that deliver better outcomes can benefit from a tailored programme reflecting their culture, values, and processes, with options to transition to BAU delivery for new staff.
Ready to transform your customer conversations?
Let’s design a programme tailored for your teams.
