The 21st century client experience

20 grosvenorYesterday I was fortunate to be invited to 20 Grosvenor Street the new client meeting facility of KPMG.  My host was Greg Mace of Rapport the front of house outsource company owned by Compass Group and employed by many of the City’s top corporations to deliver the 5 star experience at reception.

20 Grosvenor Street sets a new standard in client experience.  When walking in you are greeted, signed in and navigated via the coat check and personally delivered to your destination.  I arrived slightly early and took the opportunity to have my concierge Charles show me the full extent of the facility.

Spread over 5 floors no expense has been spared in the fit out of the facility with meeting rooms of every size, break out areas, informal meeting space, private booths and lounge areas all equipped with the latest technologies but wrapped up in the relaxed surroundings of a modern media members club.

In fact as I was to learn it is indeed a members club but one you cannot join for membership is by invitation only and reserved for KPMG’s platinum clients.  As a member you are able to use the facilities for entertaining your own customers or holding meetings, as well no doubt, for KPMG business requirements.  The layout felt designed to encourage the sort of casual  coincidental ‘bump in to’ moment that might eventually lead to a mega deal.

I was being treated to lunch and not just in the sumptuous dining room but at the chefs table right in the kitchen.  The single sided long bench table gave an extraordinary view into the kitchen where Michael the chef and his team of extraordinary talent created their magic.

This is corporate fine dining as you have never experienced it and our 6 course feast was as good as any west end Michelin starred eatery I have been to.  Greg told me that the kitchen team were made up of some of the best chefs in the country temped by the business hours (Monday to Friday only) and the great pay.  Even the pastry chef of the Manoir De Quatre Season had moved  (his deconstructed tiramisu panna cotta was a lent busting marvel).

With well over 100 staff manning the facility and 3 full kitchens the investment by KPMG is remarkable and testament to their commitment to a client centric culture.

Providing managed business services to the professional service sector in the city of London I have seen the operations of most of the major global business HQ’s and experienced their customer experience.  However this experience was on a new par and may just give us a glimpse of where the professional service firm of the 21st century is heading.

Myself and Greg mace from Rapport with Credit Suisse

Myself and Greg mace from Rapport with Credit Suisse


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