Every business leader wants great results – you know this.

But what if the real key to long-term success isn’t just another strategy tweak or new bit of tech, but the people doing the work in your firm, day in and day out?

Success usually comes down to a simple human chain:

engaged teams → better client experience → loyal clients → stronger business results

If clients aren’t happy, everything gets harder. And their frustration usually stems from the basics:  slow responses, mixed messages, missed deadlines. In accountancy, for example, late accounts or unclear communication can quickly erode trust.

But here’s the part we often overlook:  these issues rarely start with clients. They start inside the team.

When people feel disengaged or unsupported, things slip – deadlines, quality, and, ultimately, the client experience. Gallup’s research backs this up:

• 23% higher profitability with engaged teams
• 10% higher client loyalty
• 32% fewer quality defects
• 78% less absenteeism

And what is the biggest impact on that engagement?

Your managers. Around 70% of engagement comes down to how someone is led.

When managers have the skills, the confidence, and the structure to lead well, people feel supported. They communicate better. They take more ownership. Clients feel the difference, and so does the business.

So, if you want more loyal clients and more consistent results, start with your managers. Give them the tools, the training, and the conversations that help teams thrive.