An international optical business wished to increase the quality of service it provided to its retailers and customers in the face of strong competition in the marketplace and competition for the talent needed to deliver outstanding service. We worked with them alongside other professional advisors to examine their strategy and structure, developing plans for the radical reorganization and relocation of substantial aspects of their customer servicing departments.

We helped them communicate and implement the projects to successful completion. This included influencing senior board members, dealing with significant high-risk and sensitive internal and external communications. We helped through workshops, coaching and counselling, to win the hearts and minds of those affected by significant changes and helped with the implementation of new structures and ways of working.

At the end of the project the client wrote:

“Thanks for your major contribution to our very sensitive and business critical change programme. The Departmental communications sessions went really well and the Board were delighted with the outcome. Your contribution to the strategic planning and the execution were invaluable and the support you gave me as Finance Director was fantastic.”