4 February 2026
BDO Biz Bites – Client Care
We kicked off 2026 by welcoming members to our first BDO Biz Bite for the year – Client Care with Duncan Ashford from Lionheart Consulting.
Duncan explored why strong client care is more critical than ever, with loyalty declining and customer expectations continuing to rise. Attendees learned that today’s clients consistently look for three things: to feel cared for (through moments of surprise or delight), to feel heard (by being able to easily access businesses and be asked meaningful questions), and to feel understood (through active listening and a genuine focus on the client rather than on what to say next). Duncan also introduced the Trust Equation — credibility + reliability + intimacy — reinforcing that trust is built slowly over time.
Trust arrives on a tortoise and leaves on a hare, reminding businesses how quickly trust can be lost if client care slips.
Thank you to BDO for their continued sponsorship and support of the Biz Bite series, and a big thank you to Duncan Ashford for sharing his, experience, and practical tools with our business community.
