Knight Frank Valuations is a global real estate consultancy with commercial and residential offerings. Peter Berry Consultancy (PBC) has been working with their business unit in South Australia, Knight Frank Valuations SA.

Knight Frank Valuations SA has been working with PBC since 2007 to build leadership capability aimed at delivering employee engagement, customer satisfaction and improved financial performance.

This case study shows that ever improving leadership with a serious investment in a disciplined business planning cycle and talent development has produced superior employee engagement, customer satisfaction and financial performance.

This company is very strong on execution and discipline: there is no fad surfing. They have a strong, strategic planning cycle with high accountability, clear KPIs and regular reviews. Knight Frank Valuations SA is a values-driven business. The company credo is “Work hard, play hard and show humility”

They use Hogan personality assessments for selection and development and the head of the business is personally involved in every selection decision.

They invest heavily in leadership, people and culture. They use the Hogan 360, the High Performing Team Assessment and measure employee engagement and customer satisfaction. In the most recent employee engagement survey the best four things about the company were:

• Fellow employees
• Team work
• Career path/development opportunities
• Training/learning opportunities

The customer survey showed that they are better than their competitors, give excellent service and have 100% loyalty.

So what are the results?

They are achieving top 10 percentile scores for the most senior managers in 360 reviews and top 10 percentile results in the management team assessment, employee engagement and customer satisfaction.

The bottom line is, they are achieving top 1% financial results measured externally by global financial consultants.