Case Study By Clive BonnyCoaching Entrepreneurs for City Business Services

CITY BUSINESS SERVICES

OPPORTUNITY

• Successful Innovation Incubator since 1983

• Walking distance to the Square Mile

• USP’s value for money and personal service

Want coaching support to sustain client growth

Avenues Explored

• Quality of core service delivery

• Customers perceived experiences

• Relevance of extra service options

• Past employee turnover and challenges

• Risk of people departure through growth

• Competitive service offerings

Competitive Service Offerings

• Assessments and visits to 4 providers:

• Mailing addresses and virtual office setup

• Conference rooms and secretarial support

• Flexibility of accommodation size / style

• Training needs analysis and delivery

• Grant funding support offers

Competitor Reality

• Wide variance between offers and delivery

• Low quotes per day carried hidden costs

• Grant funding carrots were out of reach

• Lower engagement and retention

• Poor pro-active enabling to Think Big

• Better branding but lower value for money

Project Outcomes

• Designed additional unique offer:

• Benchmarked with London Excellence

• Imported new business diagnostics tool

• Leads to strategic Balanced Scorecard

• Designed Coaching Workshops

• Training tailored 1-1 and for whole team

Client’s Impact Assessment

• Maintain high client retention rates • Improve brand profile in high value market • Safeguard 2 support jobs • Create new clients for vacancies• Cross-referrals with Think Big support• “The project was completed to high quality

without diversion of my time or my busy staff ” • George Koumi, MD, www.rivingtonhouse.co.uk