Service Evolution Masterclass
Six half days to work on what your clients need you for next.
You run today's business and build tomorrow's, with the same people and on the same agenda. Three boards sit on your table: this year's results, the rules and standards you meet, and the question of what your clients need you for three to five years from now. The first two come with hard deadlines. The third has a horizon, so it waits for a quieter moment.
Meanwhile your clients walk in better informed than ever: what used to be your unique knowledge now sits one search away. And still they call you.
What opens up
The more complex your clients' world becomes, the more experience, judgment, and a deep understanding of the client are worth. Technology takes over work and makes room for the work that always mattered. As a mid-sized service provider, you hold the best cards here: large enough for real expertise, close enough to truly know your clients.
Service providers make things possible for others: for their clients, for their own people, and for the planet we call home.
That third board is our work. In this masterclass, you work on it from your own client relationships.
Why us
Twenty-five years with mid-sized service providers. The only partner of Kotter Training in the Benelux, and the only one in the region authorized to certify people in the methods. Bridges for the human side of transition, our own models (the Service Evolution Framework and the IF-Model), and clients we work with for years.
Direction, route, and people. We do all three.
Six explorations
The explorations follow the IF-Model: our own model, built on research into how client relationships deepen. It describes eight mental shifts, and explorations 2 to 5 each focus on two of them.
Where do your client relationships stand?
Where you stand today with your most important clients, and which relationships want to move.
How do you define the value you create?
Transaction → ValueDeliver → Serve
Value that holds, and the moments you act as a thinking partner.
How does client experience shape your work?
Process → Human-CenteredEfficiency → Caring
Designing from the outside in, and making room for genuine care.
How do you create value together with others?
Supply Chain → EcosystemsReactive → Responsive
Working across boundaries, and sensing what clients need before they ask.
Where does judgment sit in your organization?
Structures → Adaptive OrganizationKnowledge → Impact
Decisions close to the client, and client insight that shapes your service.
How do you carry your choices forward?
What kind of change your choices ask for, and how you take people with you through the transition.
How we work
Better questions first. Each session opens with what your experiments since the last one taught you, and closes with a choice you take back to your work. Between sessions, you try things small in your own client relationships. Björn Bierhaalder leads the sessions and brings in specialists for specific parts.
Most of what moves in service evolution is a shift in how people see their work. That shift grows through practice, and the masterclass gives it time and a place.
Two ways to join
With peers
For those who join on their own, alongside leaders and professionals from other firms. You work from your own clients and take something back to your organization each time.
Six half days over six months, with monthly integration circles in between. The first series starts in early 2027.
€2,400 excl. VAT for the series
€450 for a single session
With your leadership team
The same six explorations, in-company, for up to fifteen people from your organization, starting whenever suits you. You add a group of colleagues beyond the leadership team along the way.
Pricing on request
Where do you stand today?
Ten minutes, and you have on the table where your most important client relationships stand and where there is room to grow. A good place to begin, before the first exploration.