Managing Client Relationships workshops

Style

Interactive short workshops, purposeful but fun with a number of solutions drawn from discussions about your business. (Can be a two day programme or a series of 2 hour modules)

Objectives of the series

• To build confidence
• To enhance abilities to deal with clients, contacts and other intermediaries
• To understand how clients think when they seek professional advice
• To understand the client’s expectations of service and to discuss how you need to respond

Ultimate aim; to build a stronger more profitable business

My Communication Style

Our personalities drive our behaviour and our communication with clients. This workshop looks at the essence of good communication; strengths and weaknesses of different communication styles and how to interact with other styles. Most people have one style that they favour.

Topics

• What is communication
• How we communicate with our clients
• Client Expectations
• The characteristics of a good communicator
• The importance of behaviour
• My Communication style
  

Powerful Networking

Making and building contacts is important to our businesses and to us as individuals. Make the most of planned and chance meetings; find out how to maintain contact with colleagues and clients and deal with obstacles in your way.

Topics

• Make the most of contacts
• Staying in touch
• Using colleagues networks
• Who, of importance, can we reach
• The professional approach

Opening the meeting and building rapport

The client meeting - The power of first impressions and developing the right climate to do business through skilful questioning and effective listening. The power of body language, voice tone etc.
Topics

• Powerful first impressions
• Body language, comfort zones, handshakes
• Why we co-operate with certain people
• Open questioning, active listening

Uncovering Client Concerns

Develop a greater understanding of the client’s issues. Help the client see their issues, encourage the desire to have a solution whilst eliciting their trust and respect.
Funnelling questions toward a mutual solution before closing the meeting.

Topics

• GIIN questioning model
• Help the client see their issues and encourage the desire to seek a solution
• Closing the meeting and afterwards
• The Parks model
• Demonstrating competence and building trust

Demonstrating Value

Critical success factors in winning proposals. What does value represent to our clients? The clients willingness to pay. Improving service quality by demonstrating value. Features versus benefits

Topics

• Creating value for money
• Features versus benefits
• Under promising and over delivering
• Getting clients to feel valued
• What drives business success