Competition is intense. Your competitors are actively pursuing the clients you serve. You may have world-class products and services to offer – but if your client relationships are not deep, long-lasting, high-value and mutually beneficial, your business is at risk. Protracted economic downturn has made the challenge even greater. Providers are doing more and more to create loyalty in their clients. Success comes with doing the right things, in the right way – with consistency and skill. We can help you achieve that in your organisation.
Who would benefit from our help?
Any professional who is determined to build exceptional relationships with their clients. You may work in professional services, manufacturing, retail, engineering or any other sector. The challenge is the same – to create loyalty from high-quality clients who pay you a fee proportionate to the value you deliver.
What will participants learn?
By attending the workshop participants will be able to:
- Make clients feel respected, understood, valued, empowered and important
- Win and retain trust through exemplary behaviour
- Bring structure and focus to the way they manage client relationships
- Differentiate your organisation through consistently excellent service delivery
- Build and maintain a client base that will secure a successful future for your business
View typical programme content
A typical programme may include:
Processes, principles and practice
- Building the foundations of the relationship going forward from a successful sale. Managing expectations and exchanging views on what you and your clients need and want form each other
- Getting it right in every dimension – culture, attitude, policies, structures, processes and conduct
- Client profiling and client focus. Knowing who they are and what they want
- Key principles in managing long-term, profitable client relationships. Account planning – thinking about and planning for the future
- Entrepreneurship and innovation. Never taking the client for granted, anticipating needs and issues. Service recovery when things go wrong
- Knowledge management – capturing, sharing and using the knowledge we build up around our clients
- PEST analysis to help us identify new opportunities and potential needs in the client organisation. SWOT analysis to conduct a structured diagnosis of each key client relationship
- Looking ahead and being pro-active. Ensuring the client involves us in the early stages of their thinking
- Networking within the client organisation. Meeting new people and making new contacts within the client relationship
Conduct, skills and behaviour
- Winning trust and achieving the role of trusted advisor. The trust equation. Credibility, reliability and intimacy. The impact of self-orientation
- Allowing the client to own and develop the agenda – ‘going naked’ into the conversation
- Mindfulness. Being fully present, alert and open for the entire duration of the conversation. Being fully prepared and totally open
- Positioning ourselves as enablers and facilitators. Empathy. Making sure our client feels heard and understood
- The whole brain approach, left brain and right brain, cognitive and instinctive, intellectual and intuitive, logical and emotional
- Making client focus a vibrant, compelling reality – and understanding how we can add value
- Dealing with clients who have very different personalities and profiles. Flexing and adapting our approach – whilst remaining authentic and true to ourselves
- Choosing the different levels at which we have conversations with our clients