Services
Client Relationship Recovery
Escalations are reaching the board, the client is talking about re-tendering and both sides have stopped trusting the reports. We put an experienced executive between the parties who resets the relationship, fixes the governance and turns a defensive account into a constructive partnership again.
When to call us
When a key client relationship is on the line
- Escalations reach executive or board level on a regular basis
- The client is threatening to exit, re-tender or withhold payments
- Service credits, penalties or disputes are piling up
- Satisfaction scores are falling and nobody can explain why
- Governance meetings have turned into blame sessions
- Your account team has lost credibility with the client
What we do
How we take control
- 1 Independent assessment of the relationship, from both sides of the table
- 2 Executive sponsor reset and a credible recovery narrative
- 3 Redesign of governance, cadence and escalation paths
- 4 A joint recovery plan, co-owned with the client
- 5 De-escalation of open disputes and commercial friction
- 6 Rebuilding the account team and a growth plan once stable
What you can expect
Outcomes, not reports
- A relationship that works on facts instead of emotion
- Governance that surfaces problems early
- Renewals and extensions back on the table
- An account team that can carry the relationship forward
Typical roles
Who we provide
- Interim Client Partner
- Interim Head of Service Delivery
- Interim Account Executive
- Executive Sponsor
Available as a full-time interim or a fractional engagement, starting with a Rapid Diagnostic if needed.
Our approach
Four steps, one accountable leader
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Step 1
Diagnose
We establish the facts quickly and independently: talking to all stakeholders, reviewing plans, contracts and numbers, and separating symptoms from root causes.
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Step 2
Stabilise
We stop the bleeding. Clear governance, decision rights and communication restore control, and visible early actions rebuild confidence.
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Step 3
Recover
We lead the execution of an agreed recovery plan hands-on, with measurable milestones and honest reporting to your leadership.
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Step 4
Hand over
We plan our exit from day one. Knowledge, ownership and capability are transferred to your permanent team, so results last after we leave.
Let's talk about your situation
Share what is going on, in confidence. We will tell you honestly whether and how we can help.