Case Study 
Overview
The Client Centred programme has been instrumental in transforming HR teams globally. This case study focuses on an HR Manager’s journey, highlighting the profound impact it had on his career and his team’s effectiveness.
Questions
When did you first experience the Client Centred programme?
One of my projects was working with Procter & Gamble (P&G), and they invited me to join them as a recruitment manager for their Russian subsidiary. That’s how I met Bill (founder of the Client Centred programme). P&G is renowned for its intense and diverse development programmes. One of the sessions we had was with Bill in Bucharest. At the time, I was very junior in recruitment and HR, so this experience really opened my mind to the different horizons and perspectives of how an HR person can perform in their role. It was enlightening to see the various aspects of being in HR.
Give me an example of when you have used Client Centredness in your career.
When I joined Trifizen, I thought it was a good moment to reconnect with Bill. My team worked in very vertical lines and had never really collaborated with each other. I gathered all my direct reports and suggested we explore opportunities to work as a team. Additionally, my team viewed their roles as HRVPs primarily as managing quick hiring and firing, missing out on being available consultants to their business. Inviting Bill came naturally because his multi-focused approach was exactly what we needed. We brought Bill to a live session in Moscow, which was an eye-opening experience for my team. They learned step by step how to be effective consultants to their business partners, practising different skills. Even now, almost 7-8 years later, they remember this training as one of the most valuable they had.
What effect did being Client Centred have on your team?
Each of us naturally exhibits a certain style, which comes from our personality. The training put us in situations where we had to practise things that were not natural for us. This was beneficial because it encouraged us to change and adapt. In the team, someone would always appreciate the new approach, making it easier to embrace change. Practising different behaviours and approaches made them more effective. The impact of this training was that it strengthened us from within, making our personalities richer and more adaptable.
What is your biggest takeaway from the Client Centred programme?
The biggest takeaway was the set of different consulting styles. This is something that comes to mind immediately, and I believe my team would agree. We still use the phrase “as Bill used to say,” referring to his clever library of different techniques. This has stayed with us over the years and continues to influence our work.
Conclusion/Results
The Client Centred programme has had a lasting impact on the HR Manager and his team. The training sessions led by Bill provided them with valuable skills and perspectives, transforming their approach to HR. The team became more collaborative, adaptable, and effective in their roles. The techniques and styles learned from the Client Centred programme continue to be a cornerstone of their professional practice, demonstrating the enduring value of the training.
