Understanding clients
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The document discusses understanding clients and building strong relationships with them. It emphasizes getting to know clients personally, understanding their business better than they do, being proactive, and providing inspiration rather than just information. A good client relationship involves clients bringing advisors in early, taking their advice, and acting as references. The key to standing out is perspiration, preparation, but most importantly inspiration. Building trust is the most important ingredient in client relationships.
Understanding clients
- 2. LET’S START WITH A QUIZ • When is your client’s birthday? • What is your client’s business objective for 2017? • When was the last time you visited your client’s stores, or similar? • If you went to buy your client’s product, how much would it cost? • What is your client’s coffee order? • What is your client’s dog’s name?
- 4. WHAT DO CLIENTS EXPECT FROM YOU?
- 5. • Agendas • Contact reports • WIP documents • Summary of discussions in email • Structure
- 6. BE PRESENT IN THE ROOM
- 7. HANDLE CONFRONTATION • Don’t delay it • What’s the worst that could happen? • Don’t bullshit • Get your facts straight • Delegate upwards • Don’t interrupt
- 8. ADMIT WHEN SHIT HAPPENS
- 9. WHAT DO CLIENTS NEED FROM YOU?
- 10. GET STUCK IN AND KNOW THEIR BUSINESS (BETTER THAN THEY DO)
- 12. TELL THEM THINGS THEY DON’T KNOW
- 13. TAKE THEM ON THE JOURNEY
- 14. SMALL THINGS MAKE A BIG DIFFERENCE
- 15. CREATE A WELCOME SPACE FOR CLIENTS
- 16. BE CURIOUS
- 17. BE PROACTIVE
- 18. BE YOURSELF
- 19. HAVE FUN WITH THEM – NEVER FORGET WE ARE THE BEST PART OF THEIR DAY
- 20. THERE IS ONE THING THAT WILL HELP YOU STAND OUT TO YOUR CLIENTS
- 21. PERSPIRATION AND PREPARATION ARE VITAL
- 22. BUT IT IS INSPIRATION THAT WILL SET YOU APART
- 23. IT’S NOT WHAT YOU SAY IT’S HOW YOU MAKE CLIENTS FEEL
- 24. STRAIGHT FROM A CLIENT’S MOUTH
- 25. HONESTY
- 27. UNDERSTAND THE BIGGER PICTURE
- 28. WHAT WILL ALL THIS DELIVER AND WHAT IS THE MOST IMPORTANT INGREDIENT?
- 29. TRUST
- 30. WHAT DOES A GOOD RELATIONSHIP LOOK LIKE?
- 31. • They reach out to you when they are in need • They bring you in early on conversations • They act as a reference • They ask for, and take your advice • They forgive you • They protect you
- 32. WHAT DOES A BAD RELATIONSHIP LOOK LIKE?
- 33. • They answer your calls by e-mail (if they answer them at all) • They go to other agencies • They don’t include you in conversations • They yell
- 34. MY FINAL (NOT SO) SECRET TIPS
- 35. GIVE A SH*T. EVERY MINUTE OF EVERY DAY BECAUSE YOU ARE ALWAYS ON.
- 36. GO THE EXTRA MILE EVERY DAY. IT’S NEVER CROWDED.