Barolsky Mastering Client Relationships

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  • 1. 1  ©  Barolsky  Advisors,  2013   ©  2009  Beaton  Research  and  Consul=ng  Pty  Ltd     Mastering  Client  Rela.onships   How  to  build  a  profitable  and  sustainable  client  base       An  ac=on-­‐learning  program  for  law  and   accoun=ng  professionals  presented  by   Barolsky  Advisors
  • 2. 2  ©  Barolsky  Advisors,  2013   Building  a  profitable  and  sustainable  client  base   This  intensive  program  is  run  in  small  group  environments  and  is   designed  to  equip  par=cipants  with  the  skills  to:   –  be  more  confident  and  effec=ve  in  their  client  development  roles   –  take  a  strategic,  long  term  approach  to  developing  their  clients   –  iden=fy  ac=onable  "quick  win"  opportuni=es  to  grow  revenue  in   one  or  two  client  rela=onships.   This  course  has  been  developed  specifically  for  law  and  accoun6ng   firms  to  assist  them  to  build  the  capacity  of  the  next  genera6on  of   leaders  and  client  managers.   It  features  the  latest  research  and  proven  techniques  from  around   the  world.    
  • 3. 3  ©  Barolsky  Advisors,  2013   Most  firms  have  three  .ers  of  client  rela.onship   partners   Tier  I  –  senior  client  rela=onship   partners:  very  experienced  and   confident  in  execu=ng  their  role   Tier  II  –  next  genera=on  of  client   rela=onship  partners:  seeking  new   skills,  tools  and  =ps  +  confidence   Tier  III  –  beginners  and  those     with  limited  client  development   responsibility    
  • 4. 4  ©  Barolsky  Advisors,  2013   Greatest  need;  biggest  impact   Tier  I  –  senior  client  rela=onship   partners:  very  experienced  and   confident  in  execu=ng  their  role   Tier  II  –  next  genera=on  of  client   rela=onship  partners:  seeking  new   skills,  tools  and  =ps  +  confidence   Tier  III  –  beginners  and  those     with  limited  client  development   responsibility     Target  audience  of   this  program  
  • 5. 5  ©  Barolsky  Advisors,  2013   Program  learning  objec.ves   •  Understand  the  key  concepts  and  principles  of  client  rela=onship   management  in  a  law  and  accoun=ng  firm  context   •  Develop  the  skills  necessary  to  create  and  develop  trusted  client   rela=onships   •  Provide  fresh  =ps,  tools  and  templates  to  facilitate  effec=ve   implementa=on   •  Enhance  par=cipant's  confidence  and  assuredness  in  their  client   development  roles   •  Iden=fy  "quick  win"  opportuni=es  and  ac=ons  to  grow  revenue   with  one  or  two  current  clients  
  • 6. 6  ©  Barolsky  Advisors,  2013   Overall  program  structure   Module  1   Module  2   Module  3   2  weeks     2  weeks   •  Three-­‐quarter   day  interac=ve   workshop  for   8  to  15  par=cipants   •  Suggested  =ming:   10:00am  to  4:00pm   to  allow  for  some   client  work  on  the  day   and  for  fly-­‐in,  fly-­‐out   on  the  same  day   •  Pre-­‐work  and  reading   to  ensure  =me  is  used   effec=vely   •  90-­‐minute  interac=ve   webinar   •  Suggested  =ming:   8:00am  to  9:30am     •  Fresh  content  +   feedback  and   discussion  on  ac=on   learning  tasks*   •  Par=cipants  can  a`end   from  any  loca=on   •  90-­‐minute  interac=ve   webinar,  similar   format  to  Module  2   •  Fresh  content  +   feedback  and   discussion  on  ac=on   learning  tasks*   •  Agree  follow-­‐up  and   learning  reinforcement   eg.  build  in  new   accountabili=es,   individual  coaching,   etc.   Ac=on  learning   tasks*  with     coaching  support   Ac=on  learning   tasks*  with     coaching  support   *  Ac=on  learning  tasks  would  typically  involve  working  directly  on   current  client  opportuni=es  or  challenges  
  • 7. 7  ©  Barolsky  Advisors,  2013   Program  topics   •  The  truth  of  the  Client  Rela=onship  Partner  (CRP)  role   •  The  cri=cal  skills  and  behaviours  of  successful  CRPs  inc.  self-­‐assessment     •  How  and  why  clients  buy  and  the  science  of  persuasion   •  Iden=fying  the  'right'  clients   •  The  five  drivers  of  trusted  client  rela=onships   •  Growth  strategies  and  tac=cs  that  work   •  Protec=ng  established  clients   •  The  key  to  building  stronger  personal  rela=onships   •  The  "how"  of  cross-­‐  and  up-­‐selling     •  Taking  pain  out  of  client  planning   •  Useful  tools  and  templates  in  the  CRP  kitbag  
  • 8. 8  ©  Barolsky  Advisors,  2013   Presenter:  Joel  Barolsky   •  Joel  Barolsky  is  Managing  Director  of  Barolsky  Advisors,     Senior  Fellow  of  the  University  of  Melbourne  and     Associate  of  Mt  Eliza  Execu=ve  Educa=on.   •  Joel  is  interna=onally  recognised  as  an  outstanding  advisor,     facilitator  and  educator  to  professional  service  firms,  prac=ce     teams  and  client  rela=onship  partners.  He  is  an  expert  in     business  strategy,  client  rela=onship  strategy,  marke=ng.   business  development  and  pricing.  His  facilita=on  style  is  engaging,  passionate,   sensi=ve  and  outcome-­‐focused.  Joel  has  spoken  at  numerous  industry   conferences  and  is  frequently  quoted  in  the  professionals  services  press.   •  For  16  years,  Joel  was  a  Principal  at  Beaton  Research  &  Consul=ng,  Australia’s   leading  advisor  to  professional  service  firms.   •  Joel  has  consul=ng  with  over  100  of  Australia’s  top  professional  service   organisa=ons.  Over  70%  of  his  client  are  repeat  clients  or  come  directly  from   referrals  from  exis=ng  clients.   •  In  2012,  Joel  launched  the  highly  successful  Rela=onship  Capital  blog  which   provides  fresh  insights  in  how  to  grow  cri=cal  client  rela=onships.  
  • 9. 9  ©  Barolsky  Advisors,  2013   Other  op.ons  and  further  informa.on   •  Barolsky  Advisors  is  happy  to  tailor  the  program  to  suit  your   specific  needs.  This  tailoring  may  address  or  include:   –  Different  =ming  and  delivery  formats   –  One-­‐on-­‐one  coaching   –  Facilita=on  of  learning  groups   –  Prepara=on  of  firm-­‐specific  case  studies   –  Client  interviews  pre-­‐  and  post-­‐program   –  More  in-­‐depth  competency  assessment  and  tracking   –  Advice  on  client  development  strategy   •  For  further  program    informa=on  and  availability  please  contact   Joel  on  0417  305  880  or  joel.barolsky@barolskyadvisors.com