Client Experience at Henderson

The Evolution of Client Experience at Henderson 

Since day one, meaningful relationships have been central to who we are at Henderson. Building trust, fostering collaboration, and delivering innovative solutions have always been more than just goals—they’re part of our identity. As we’ve grown, we’ve expanded our client goals to become a client-centric firm, working proactively to understand and anticipate the goals and needs of our clients at every stage of the journey. 

This client-centric approach is personified by our dedicated client experience team. This team is responsible for setting the standards for client experience and communicating those to the organization to support our employee owners in every client interaction—from initial conversation to project completion—to deliver Henderson’s standard of excellence. By working cross-functionally, the client experience team fosters a culture where collaboration and innovation exist across all touchpoints. 

Putting Client Experience Into Action 

We believe the best way to serve our clients is to truly listen to them. At Henderson, we proactively seek insights from our clients through a variety of channels, ensuring that their voices are always heard and taking action when appropriate. 

This process begins with casual conversations and day-to-day interactions with clients allow us to gather invaluable insights. Those insights are then elevated and magnified by client listening sessions, where we sit down, one-on-one with a client to understand the current landscape of their business, their unique challenges, and how we are (or aren’t) delivering on our promise. These sessions are complemented by regular client experience surveys, which provide ongoing opportunities for feedback.  

But it’s not just about listening—it’s about acting. At Henderson, we’ve developed tried-and-true processes to turn feedback into action. By disseminating client insights and feedback, both positive and constructive, across our teams, we ensure that we are continuously improving and adapting to meet the evolving needs of our partners. 

The Power of Partnership 

Delivering an exceptional client experience isn’t something that can happen without building strong partnerships. Our notion of #TeamHenderson goes beyond the edges of our computers; it includes the architects, contractors, vendors, and consultants who collaborate with us to bring our clients’ visions to life. 

Together, we create solutions that don’t just meet the needs of today but anticipate the challenges of tomorrow. That’s what client experience at Henderson is all about: building relationships, delivering on promises, and creating lasting value that we can all be proud of. 

Our Client Experience Promise 

Being client-centric is not just a statement; it’s a promise. Our client experience promise is a clear declaration of what you  can expect from us. 

“At Henderson Companies, you can expect partners you trust to deliver creative, thoughtful solutions that help bring your vision to life. We are committed to building relationships in which you feel heard, valued, and proud of what we accomplish together.” 

This promise serves as the foundation for how we approach every project, every challenge, and every interaction.