Client feedback is one of the most powerful tools we have to learn, improve, and grow. It challenges us to think differently, helps us understand what matters most to our clients, and ultimately drives better outcomes. When clients take the time to share their experiences — what we’re doing well and where we can do better — it strengthens our relationships and keeps us focused on delivering work that truly adds value.
A few weeks ago, we were honoured to be recognised in the 2025 Beaton Client Choice Awards:
- Best Built & Natural Environment Consulting Firm (>$30M revenue)
- Most Trusted Firm: Built & Natural Environment Consulting
- Best Provider of ESG Services: Built & Natural Environment Consulting
- Finalist: Most Innovative Built & Natural Environment Consulting Firm (>$30M revenue)
Unlike many industry awards, the Client Choice Awards are judged solely on client feedback. That’s what makes this recognition so meaningful - it’s a reflection of the trust our clients place in us and the impact of our work. But what does trust really mean in professional services and how do we continue to earn it? How can innovation strengthen client relationships? And as ESG becomes increasingly important, how do we help clients navigate sustainable challenges while delivering lasting value?
We asked some of our team to share their thoughts.
Trust is Built Over Time
Developing long-term relationships means going beyond technical expertise. It’s about truly understanding client needs and being a reliable partner throughout their journey.
“Building trust doesn't come overnight. It takes consistent delivery of our promises, being open and honest, and providing empathy to understand and address our clients' concerns. Open and collaborative communication also goes a long way in earning and maintaining trust.
- Anna McRae, Associate - Environmental Planning and Approvals
Trust comes from being there in both the routine moments and the critical ones—whether it’s helping a client navigate regulatory changes, responding to an urgent issue, or supporting them in achieving long-term strategic goals. To EMM, it also means transparency, honesty, and the willingness to have difficult conversations when necessary. Trust isn’t just about delivering good news, it’s about guiding clients through complexities with confidence and clarity.
“Building trust with our clients is incredibly important to us. Our aspirations as individuals and as a company is to do work we are proud of, with people we really like working with and this extends to our clients. We do our best work when trusting relationships grow so it’s something we actively seek".
- Ruth Kelly, Associate Director – Environmental Planning and Approvals
Innovation Strengthens Relationships
Innovation and trust go hand in hand. When trust is present it is easier to challenge assumptions, bring forward new ideas, and offer solutions that are both practical and forward-looking. Whether it’s applying emerging technology, streamlining processes, or identifying new opportunities, innovation is how we help clients navigate complexity with clarity and confidence.
“At EMM, innovation means challenging ourselves to think differently – whether it’s applying emerging technology, streamlining processes, or filling a void in the market. Tools like NoiseCheck empower clients to understand and proactively manage their own noise emissions within the community, especially during the more sensitive evening and night periods when community sensitivity to noise is highest”.
- Jesse Tribby, Associate - Acoustics
A Commitment to Sustainability and Responsible Solutions
At EMM, we see it as our role and responsibility to keep driving positive change. It’s not just about meeting regulatory requirements — it’s about helping clients see the opportunities for them and their business in doing things differently. Whether it’s improving environmental outcomes or finding efficiencies, the best solutions are those that align business goals with long-term positive impact.
“The biggest risks are often the ones you don’t see coming. By embedding sustainability into core strategy, businesses can stay ahead of risks and unlock long-term value-creation opportunities that a reactive approach would miss”.
- Christina Wallgren, Associate Director - Strategic Advisory (Sustainability)
Looking Ahead
These awards are a moment to celebrate, but they’re also a reminder of our role in delivering sustainable advice which delivers holistic economic, social and environmental outcomes. Client trust is earned every day, and we remain committed to delivering high quality work; challenging ourselves to innovate and improve; and strengthening relationships through listening to client needs.
"Client feedback is invaluable — it challenges us, inspires us, and ultimately helps us deliver better outcomes. These awards are a true reflection of the trust our clients place in us, and we don’t take that for granted. Thank you for your partnership, your insights, and the opportunities to collaborate with you and your businesses. We look forward to another year of delivering solutions that matter."
Duncan Peake, Director and Executive Leader