Focused Sprints

Client‑Centred Thinking
by True & North

Embed consultative habits to shift from selling to solving

To meet evolving client needs and adapt to AI’s impact on the agency business model, you’re increasingly creating new products and services, rather than simply selling time.

That means navigating clients through a much broader portfolio – which can really challenge your team’s confidence. They need to be seen as strategic partners, even when they don’t view themselves as ‘natural’ salespeople.

Using True & North’s renowned Client-Centred Thinking methodology, we blend consultative selling with the discipline of design thinking – all grounded in real client situations to shift your people from selling to solving.

The outcome

Your team leaves with a practical, repeatable framework for leading more empathetic and effective growth conversations. Close more and close faster, by developing trust quickly, qualifying more effectively and skilfully testing a range of solutions.

How it works

Designed for all client-facing roles, Client-Centred Thinking starts with a hands-on, one-day learning experience based on live client scenarios. Rather than relying on theory, this is human-centred, inclusive by design and built for the real world.

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Build deeper understanding by exploring client context, needs and motivations – creating the foundation for strategic, ‘trusted advisor’ conversations
Co-create better solutions by testing ideas collaboratively – moving from selling predefined services to shaping the right response
Drive clearer decisions by addressing concerns, aligning on value and confidently building stronger, more valuable client partnerships

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To embed this one-day training, participants also have access to a wealth of resources – from tools, templates and refresher sessions, to ongoing support from expert coaches.

CARE

Deeply understand your client’s world

Empathy mapping – understand the intersection between what your client needs and where you should help
Anchoring the meeting – establish trust and position yourself as a strategic advisor
Discovery questions – uncover new opportunities, hidden challenges and subjective value

co-create

Explore and test potential solutions

Client-centred stories –demonstrate empathy and create buy-in by turning dry case studies into compelling stories
Value-centred questions – test diverse offerings to understand what clients value most and why
Asking for the business – converge on a solution, agree an investment level and confirm buy-in

Consensus

Address concerns and agree next steps

Pre-mortem – identify real and perceived risks, then mitigate them before they arise
Joint plan – turn your proposal into an actionable plan with clear milestones
Springboard – turn wash-up meetings into upsell opportunities that shape your client’s future strategy

Ongoing Support

Embedding new habits over time

This isn’t just a one-day training. It’s a blended 12 month experience designed to deepen skills and embed new behaviours.

Learner portal – access templates, self-serve learning and refresher modules
Monthly virtual sessions – reinforce learning and learn complementary skills
Coaching support – refine your approach with expert guidance.

Get in touch

Other sprints

Client‑Centred Thinking by True & North

The outcome

How it works

Client‑Centred Thinking
by True & North