client services
Our personal touch. Client Services.

At Work Institute we value person to person relationships with our business partners.  In fact, we value it so much that very rarely does a call come through our home office that doesn’t get a real person on the other end of the line.

In this age where employee engagement has often been relegated to an individual banally checking a rating box in a mass email as opposed to a real discovery making conversation - we are unique.  This is because we have an entire department devoted to managing each client we have so that they feel like they are the ONLY client we have.


Our clients can expect:
  • A dedicated Client Services Director to manage their account – always.
  • Prompt responsiveness.  Our Client Services team prides themselves on being there for you.
  • Years of experience in employee retention. Our account representatives know the issues you are facing and use their years of expertise to tailor your surveys and interviews so that they garner the highest number of the best possible responses.
  • Flexibility to provide the reports you need, how you need them and when you need them.
  • Guidance. Our Client Directors know that you’re busy with your already demanding day to day operations. They study the data for you and provide meaningful summaries that show you the issues you’re facing.  Then, they tell you how you can fix them.


  • "I just wanted to drop a quick note about how wonderful it has been to work Laura Hershenow. Among her many positive attributes, Laura is extremely responsive, knowledgeable and resourceful. Simply put, I have never worked with another person in a similar role who has been nearly has strong and helpful as Laura. I have enjoyed working with Laura and look forward to continuing to do so."

The Work Institute is lucky to have Laura as part of its team!
We have a 90% customer retention rate

It's no accident. Meet our Client Services team leaders:

Katherine Huddleston / AVP Client Services

As the AVP of Client Services for the Work Institute, Katherine works with organizations to develop and implement employee feedback initiatives to collect actionable feedback to drive retention strategies. As a graduate of Vanderbilt University, Katherine’s background in leadership and organizational effectiveness facilitates her partnership with clients across a variety of industries, including healthcare, transportation, retail and finance, to turn their employee feedback into action. Katherine and our clients collaborate to make intentional improvements in order to reduce turnover and its associated costs. Katherine and her husband, Nathan, reside in Nashville with their chocolate lab, Gracie.

  • Phone : (615) 777-6400
  • Email :

Laura Hershenow / Director of Client Services

As the Director of Client Services at the Work Institute for over 5 years, Laura Hershenow brings over 9 years of client management and relationship building experience to her role. She is responsible for the management of a book of Work Institute clients along with employee research project development and implementation, strategic data analysis and customized report generation tailored to client-specific needs, presentation of research findings to client core teams and executive leadership, education and training on research reporting platforms for all client users, consultation on driving action and leveraging other client-specific employee research to drive change at the organization, and all other ongoing client support. Laura’s previous private equity experience lends to her focus on the return on investment for the client and visible and tangible cost reduction for the business due to the remediation of organizational concerns. She is passionate about driving organizational awareness and facilitating in improving efficiencies, processes, and practices that allow companies cost savings. Laura is highly invested in her client partnerships and tremendously relationship driven and focused. As a graduate of Vanderbilt University and a current student enrolled at Gordon-Conwell Theological Seminary, Laura resides in Charlotte, NC.

  • Phone : (615) 777-6400
  • Email :

Kelsey McManus Trinko / Manager of Client Services

As the Manager of Client Services for the Work Institute, Kelsey has more than 15 years working in every field of human resources, as well as HR service delivery for large organizations, building and leading operations, process improvement, and human resources initiatives from strategy and design through implementation, execution, and evaluation of outcomes. She specializes in using research and evidence to build powerful talent retention strategies. Her experience spans across many industries including healthcare, biopharmaceutical, AV control systems, nonprofit, and telecommunications. Prior to joining the Work Institute, she was the HR leader for El Buen Samaritano, the largest nonprofit provider of integrated and comprehensive health and human services for the underserved in Austin, TX. A graduate in American Studies from the University of Texas at Dallas, Kelsey resides in Nashville, TN with her husband and daughter.

  • Phone : (615) 777-6400
  • Email :