From knowledge to presence: Refining client relationships at Evelyn Partners
Case Study | #finance
Context & challenges
Evelyn Partners, a UK leader in wealth management, identified an opportunity to elevate the visibility and value of their client relationships. They approached us with a clear objective: to equip their early careers colleagues with the communication, relationship-building, and confidence skills required to thrive as they moved from being technical experts to people experts.
The challenge? Framing the workshop in the correct manner. We weren’t there to teach technical skills — the participants already had those. Our aim was to help them explore and strengthen the behaviours that turn technical expertise into impactful client relationships.
With only two days available, it was crucial we made every moment count. The experience needed to be efficient, relevant, and energising, all while building the participants’ confidence and behavioural agility.
Solution
We designed a two-day immersive critical skills bootcamp centred on real ‘client moments’ such as introductions, networking, and pitching. The focus was on challenging default habits and developing more intentional, confident behaviours.
A defining feature of the workshop was the ‘Evelyn Escapes’ simulation. This was a realistic role play scenario designed to replicate the pressures and challenges of a live client interaction. With professional actors playing the roles of clients, participants were challenged to be intentional in their preparation and approach, to listen actively, and both adapt and respond accordingly.
We set the simulation in a fictional travel agency to purposefully place the participants outside of their usual work context, and therefore, comfort zone. This exercise meant that participants couldn’t hide behind technical knowledge. Instead, they were pushed to lean on empathy, trust-building and communication.
Results
The pilot was a huge success, receiving strong feedback from participants on its relevance, engagement, and our interactive approach.
The relaxed yet focused environment allowed the participants to take risks, practice real conversations, and learn through action.
Instant feedback during simulations was especially appreciated, helping participants adjust in the moment and reflect more deeply on their style and impact.
What participants said
"The role play allowed a realistic experience but with the ability to make mistakes and learn from them"
Participant
“The whole experience was well planned and provided a genuinely useful insight into how I interact with clients and where I can improve"
Participant
"It’s been a very, very good use of time. A really well structured programme and the trainers kept it engaged throughout the day"
Participant