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Expanding Relationships With Existing Clients
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Expanding Relationships With Existing Clients

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In this presentation I share ideas on how to build on and expand relationships with your existing clients

In this presentation I share ideas on how to build on and expand relationships with your existing clients

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  • 1. Expanding Relationships with Existing Clients Cordell M. Parvin http://www.cordellparvin.com
  • 2. Michael Wickett
  • 3. Jeffrey Gitomer
  • 4. How Do You Do It 5
  • 5. Know Your Client Research the Client Website/Online Research 6
  • 6. Know Your Client Research the Client Annual Report 7
  • 7. Know Your Client Research the Client Industry Publications 8
  • 8. Know Your Client Research the Client Competitors 9
  • 9. Know Your Client Research the Client Listen Carefully 10
  • 10. Build Confidence Client Tour of Office 11
  • 11. Build Confidence Go to Their Office 12
  • 12. Build Confidence CLE and Other Training 13
  • 13. Build Confidence Client Surveys 14
  • 14. Ask - Don’t Tell Key = ask about their business problems, opportunities, and internal and external changes - listen, listen, listen for your opportunity to help 15
  • 15. What Clients Care About Achieving Their Goals 16
  • 16. What Clients Want Focus on Client Service 17
  • 17. What Clients Want Survey’s of General Counsel 75% of Fortune 1000 clients not satisfied - reasons Poor Client Service Cost Inefficiencies 18
  • 18. What Clients Want Recent studies/surveys of corporate counsel – Legal expertise is assumed – Focus on • Industry, Company and Client Representative • Responsiveness • Innovation 19
  • 19. How to Begin? Ask Are you ecstatic with service we are providing? 20
  • 20. How to Begin? Ask What could we do better? 21
  • 21. How to Begin? Ask What is going on in your business that we should know about? 22
  • 22. How to Begin? Ask 23
  • 23. Building Rapport Building rapport essential to building trust and long term relationships Our responsibility to understand client’s personality and communicate effectively 24
  • 24. Building Rapport Three Aspects Personality type How they speak and receive information Empathy 25
  • 25. Building Rapport - Temperaments Control Analytical Driving Under stress Under stress Autocratic Avoid Ask Tell Amiable Expressive Under stress Under stress Acquiesce Attack Emote 26
  • 26. Building Rapport - Communication Visual Learners – Showing Aural Learners – Telling Kinesthetic Learners - Experiencing 27
  • 27. Building Rapport-Empathy 28
  • 28. Building Trust 29
  • 29. Building Trust Components of Trust TRUST = C + R + I S C – Credibility R – Reliability I – Intimacy S – Self-orientation 30
  • 30. Cross Educate Identify Target Market 31
  • 31. Cross Educate Identify Clients 32
  • 32. Cross Educate Identify Firm Clients 33
  • 33. Cross Educate Identify Potential Clients 34
  • 34. Cross Educate Identify Kind of Work 35
  • 35. Cross Educate Identify “Go To” areas personal interest 36
  • 36. How to Win Trust Trust Must Be Earned 37
  • 37. How to Win Trust Grows Over Time 38
  • 38. How to Win Trust Both Rational and Emotional 39
  • 39. How to Win Trust Personal 40
  • 40. It Takes Time Have Patience 41
  • 41. BUILDING TRUST 42
  • 42. Summary Research the client and its market Listen to the client’s needs, ask educated questions 43