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Giving clients what they want

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Ensure clients can't live without you. Or your business.

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Giving clients what they want

  1. 1. Paul Shrimpling, Remarkable Practice Giving clients what they want… Steps to take to ensure your clients can’t live without you WiFi: QBConnect No password required#QBConnect
  2. 2. 2 Paul Shrimpling Today’s speaker @shrimpers #QBConnect #clienthabits
  3. 3. After a major bank introduced a credit card for Millennials that was designed to inspire emotional connection… use among the segment increased by 70% and new account growth rose by 40% – Magids, Zorfas and Leemon Harvard Business Review
  4. 4. After a major bank introduced a credit card for Millennials that was designed to inspire emotional connection, use among the segment increased by 70% and new account growth rose by 40% – Magids, Zorfas and Leemon Harvard Business Review
  5. 5. 6 • Clients are more LOYAL… • Clients RECOMMEND more… • Clients BUY more… • Clients PAY more… Hearts and minds…
  6. 6. 8 £475,000 of additional cross sales in 12 months £373K to £500K fee growth in 2 years £1.5m to £2.1m in 18 months A remarkable difference?
  7. 7. Time to connect: 1. Share your full name… 2. How you get to work…
  8. 8. STOP
  9. 9. We are what we repeatedly do. Excellence then, is not an act, but a habit. – Aristotle
  10. 10. We are what we repeatedly do. Excellence then, is not an act, but a habit. – Aristotle
  11. 11. You are what you repeatedly do. Excellence then, is not an act, but a habit. – Aristotle
  12. 12. 18 Practice You are what you repeatedly do…
  13. 13. 19 Practice REPEATEDLY… You are what you repeatedly do…
  14. 14. 22
  15. 15. 23 2 miles per second? You are what you repeatedly do…
  16. 16. 24
  17. 17. 25 2 miles per second? 200 miles per second? You are what you repeatedly do…
  18. 18. 26 Practice REPEATEDLY… You are what you repeatedly do…
  19. 19. REACH. FAIL. REPEAT.
  20. 20. 30 Practice REPEATEDLY… AT THE EDGE of your skill level You are what you repeatedly do…
  21. 21. 31
  22. 22. 32
  23. 23. 33 Practice REPEATEDLY… AT THE EDGE of your skill level With a COACH You are what you repeatedly do…
  24. 24. 34
  25. 25. 35 700 students 8 week study course 350 with – 50 minute brain insight 350 without You are what you repeatedly do…
  26. 26. 36 Practice REPEATEDLY… AT THE EDGE of your skill level With a COACH You are what you repeatedly do…
  27. 27. 12
  28. 28. 12 vs 52
  29. 29. 42 £475,000 of additional cross sales in 12 months £373K to £500K fee growth in 2 years £1.5m to £2.1m in 18 months A remarkable difference?
  30. 30. 34 days…
  31. 31. 46 • Least stressful? • Most productive? • Healthiest? • Coolest? Why? • Fastest? • Easiest? • Predictable? • Cheapest? Same most days?
  32. 32. Connect again (repeat): 1. Share your full name… 2. How you get to work… 3. Where were you when you first looked at your phone this morning…
  33. 33. 50 Who uses technology during meal times?
  34. 34. 51 Who uses technology during meal times? Silent Generation (65+) Generation Z (15-20) Millennials (21-34) Generation X (35-49) Baby Boomers (50-64) 38% 40% 45% 52% 42%
  35. 35. 53 FE Payoff…
  36. 36. 54 F E Payoff…
  37. 37. Fully emotionally connected customers are 52% more valuable, on average, of use – Magids, Zorfas and Leemon Harvard Business Review
  38. 38. Fully emotionally connected customers are 52% more valuable, on average, than those who are just highly satisfied. – Magids, Zorfas and Leemon Harvard Business Review
  39. 39. 57
  40. 40. 58
  41. 41. What triggers do you use to prompt client action?
  42. 42. 64 Results Actions & Accountability Decisions Recommendations Information Data Get more connected…
  43. 43. The Business Breakthrough Accountant
  44. 44. 66 Results Actions & Accountability Decisions Recommendations Information Data Get more connected… FD FC BK
  45. 45. 68 Results Actions Decisions Recommendations Information Data Get more connected… FD FC BK
  46. 46. 69 Results Actions Decisions Recommendations Information Data Get more connected…
  47. 47. 70 Results Actions Decisions Recommendations Information Data Get more connected… Technical Workflow Relationship
  48. 48. 71 Relationship Results Actions Decisions Recommendations Information Data Get more connected…
  49. 49. 72 Results Actions Decisions Recommendations Information Data Get more connected… Connections
  50. 50. 73 Results Actions Decisions Recommendations Information Data Get more connected… Triggers
  51. 51. 74 Triggers Meeting Skype/Zoom Phone Email Text Tweet/LinkedIn/FB
  52. 52. 75 Connections Meeting Skype/Zoom Phone Email Text Tweet/LinkedIn/FB
  53. 53. 76 £475,000 of additional cross sales in 12 months £373K to £500K fee growth in 2 years £1.5m to £2.1m in 18 months Remarkable results…
  54. 54. 77 Practice REPEATEDLY… AT THE EDGE of your skill level With a COACH You are what you repeatedly do…
  55. 55. 78 1. The number of client meetings every week The most predictive KPIs for an accountant?
  56. 56. 79 2. The number of mentor hours every week The most predictive KPIs for an accountant?
  57. 57. 12 vs 52
  58. 58. Emotional connection pays off…
  59. 59. 84 Paul Shrimpling Today’s speaker @shrimpers #QBConnect #clienthabits
  60. 60. Access the presentation materials via: The QuickBooks Connect 2017 Conference App or Slideshare at: http://www.slideshare.com/tag/QBCUK17

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