Check your assumptions: understand what your client really wants

A prestigious family business, renowned for high-end products and exceptional customer experience, was at a crossroads. Engaged by this esteemed company, my client, a consultancy, embarked on a mission to modernise and digitise their online products. Despite their best efforts, the project hit significant roadblocks. Although ultimately delivered, it went slightly over the timeline, with my client absorbing considerable overrun costs, leaving everyone unhappy.

The Challenge: A Fractured Trust

I was brought in to “draw the sting” and uncover what the business team perceived had gone wrong, as it was affecting the overall relationship. Some leaders were even reluctant to take my client’s calls. Here’s what I discovered: while the project was ultimately delivered, trust had been fractured. One influential, highly experienced team member encountered an issue early in the programme. Although resolved practically, she wasn’t given the opportunity to express why it mattered, the impact on her, and how she felt.

The Family Business Dynamic

Additionally, my client didn’t fully grasp the importance of the company’s unique structure. As a family business, each sibling was responsible for their own group corporate member. Centralisation and streamlining, while efficient, threatened the individuality and independence crucial to their operations. Moreover, the personalised customer experience – a key part of their USP – couldn’t be compromised for efficiency.

The Revelation and Shift

The senior team found my insights hugely enlightening. They realised that resolving a difficult project involved more than just delivery – acknowledging and addressing people’s feelings was crucial. They also learned that sometimes, factors beyond efficiency and profitability matter more. Understanding the client's perspective meant meeting them where they were and working with specialists to translate tech and risk ideas into a language that resonated with a creative family-based business.

The Outcome: Renewed Trust and Collaboration

As a result, the approach shifted. By respecting the unique needs and structures of the family business, my client fostered a renewed sense of trust and collaboration, setting the stage for ongoing success.

Call to Action

If you’re facing similar challenges in managing complex projects within unique business structures, book a meeting today to learn how we can help transform your approach and achieve successful outcomes.