What the client actually needs
For when the quality of client work depends on who's on it.
Live sessions where your team practices reading the client, opening the meeting and making the case for the bold idea, so the work holds up whoever is on the account.
See how it worksRun with:
The client gets your best work only when your best people are on it.
The usual fixes are a playbook deck, a workshop run by your best person, or train-the-trainer. Each one shows people what good looks like. None of them lets the team practice it before the client is watching.
So that's what we do.
Your team plays the moments that matter with a client, in small groups with a host, before any of them count. When the real one comes, they've been there before.
Set in your world
The client, the brief and the deal look like yours. Nobody has to translate it back to Monday morning.
A decision on the clock
Small groups make the call together, with something riding on it, the way it goes with a client.
Every choice on the table
Each group's decisions go up side by side, so the team sees where it split, and why, while it's still practice.
What's in a Program
The sessions, and everything around them.
Three or four live sessions
Each one a different moment from the same problem, played in small groups with a host running it. A short warm-up comes first.
Drills in between
A few minutes at a time, with nudges and field guides, so each session starts further on than the last.
Feedback as you go
A debrief after every scenario, on what each group chose and where it led. The team lead gets an overview of the team's decisions, session by session.
30 days after
The drill library, with progress your team can see. Want to host the next round yourselves? You can, on Rondo.
Try one first
Six minutes, no sign-up. A guest has a problem, and there's no script for it.
The Front Desk
Customer ExperienceA guest has a problem, and there's no script for it. Two decisions, neither with a right answer.
PlayWhere these sessions have run
These sessions ran with EY wavespace, for its global innovation teams. Cohorts 3 and 4 rated them 8.86 out of 10.
EY
A CX Program for global innovation teams
EY's global innovation teams knew CX theory and had nowhere to practice it under pressure. We built the practice, then moved it onto Rondo.
The sessions
Three or four of these, in the order that fits your team. Want a different one? Swap in any of our other sessions.
Client meetings, service, the account
What the client actually needs
For when the quality of client work depends on who's on it.
Reading the client
Hear what the customer is asking for underneath what they said.
Designing the client experience
Walk the whole journey your client takes with you, and find the moments worth making more of.
The first ninety seconds
What a customer notices before anyone has said hello.
The safe version will get approved
The bold idea or the one that gets signed off. Make the case for the right one.
The account review
The meeting where the client decides whether you keep the work.
Make it yours
Swap a session
Trade any session for one from another Program.
Make it shorter
Two sessions before a big meeting, or four across a quarter.
Set it in your world
Your kind of clients, your deals, your acronyms (we learn them fast).
Several teams?
For the whole unit, and every new intake after it, it becomes a Rollout.
How Rollouts work
FAQ
What does it cost?
It depends on the Program, how many people and how many sessions. Book a call and we'll give you a price.
Can we start with one session?
Yes. A session takes 90 minutes to a full day, for one team of up to 12, and it's how most teams start. A session →
Can you set it in our world?
Yes. Your team brings the expertise, and we set every session among your kind of clients and deals. For several teams or a whole unit, we fit the Program to your work and your people (that's a Rollout). Anything built from scratch is Studio work.
How much of the team's time does it take?
Usually three or four live sessions over two or three weeks, plus a few minutes of drills in between. It can run longer, and you set the dates.
Something on the horizon?
Tell us what's coming up and when, and we'll suggest the Program that fits.