Brooks Macdonald

Client Excellence Programme

Empowering your teams to create stronger, more profitable client relationships.

In competitive markets, the difference between winning and losing business often comes down to the strength of your client relationships. The Client Excellence Programme equipped these client-facing professionals with the mindset, confidence and strategies to consistently deliver exceptional value and build trust that lasts.

Through a highly interactive and tailored experience, participants:

• Strengthened Client Trust: Positioned themselves as credible, valued partners who understand client priorities.
• Engaged in Meaningful Conversations: Adopted techniques to engage with clarity and purpose to uncover opportunities and create win-win outcomes.
• Read Between the Lines: Considered how to more effectively anticipate client needs, adapt to changing dynamics and respond with agility.
• Focused for Maximum Impact: Developing the skills to direct time and effort where it will achieve the greatest results.
• Turned Challenges into Opportunities: Practised handling situations in a way that strengthens, not damages, relationships.

Every programme is tailored to your industry, company culture and business objectives. By working on real-world situations relevant to your organisation, participants leave with the insight and capability to excel in every client interaction.

Consistently high feedback scores and compelling participant stories paved the way for the programme’s expansion across four cohorts.

• Greater confidence in handling complex or emotionally charged client interactions
• Practical experience applying skills through realistic simulations and interactive exercises
• Valuable peer-to-peer learning from a wide range of real-world experiences
• Sharpened ability to reflect on past deals and identify new approaches using fresh skills
• Stronger questioning, listening, and objection-handling techniques
• Increased self-awareness and emotional agility in client conversations
• A supportive environment that encouraged stepping out of comfort zones for accelerated growth

Testimonials

“A win for me was the workshop with the actor last session – I think I’ll be able to handle clients like that much better next time and I’ll feel more prepared to do that.”

“The peer consulting sessions are a great way to get a range of opinions and ideas from people who have experienced a plethora of different scenarios.”

“Everyone took away snippets and lightbulb moments. Look back on lost deals – what could be implemented from new skills learnt.”

“Really interactive, actually putting theory into practice. Pushed me outside my comfort zone but for the better.”