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Giving Clients What They Want

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This session will help you deepen client relationships so they never dream of going to anyone else.

Attendees will learn where they have gaps in their client relationships or with providing services, and will leave with a specific plan to fill the gaps and transform client relationships for good.

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Giving Clients What They Want

  1. 1. Steph Hinds, Head Ninja Growthwise @Growthwise Giving clients what they want WiFi: QB Connect Password: Connect2017#QBConnect
  2. 2. 2 Steph Hinds Head Ninja, Growthwise Today’s speaker
  3. 3. 3 The agenda Why Identify Plan of attack Implementing Action list Current issues Drivers Dig deeper What you do now What you want to do What clients want Gaps in your team Team + skills Capacity Pricing Delivery Roll out to clients Roll out to world Test, measure, learn Offsite Implementation phase Ongoing FRAMEWORK: What we are building today is the framework to ensure you really are giving clients what they want.
  4. 4. Why…
  5. 5. Take a few moments to write down why this is important to you
  6. 6. People don’t buy what you do, they buy why you do it – Simon Sinek
  7. 7. What are your current issues? What are the drivers making you want to change?
  8. 8. Identify…
  9. 9. 9 How often do you perform these services? Are you meeting with clients more than once per year already? Do you only have 1 touch point per year? Do you physically see them or just send information? Who do you provide these services for? Again be really detailed… Industry Location Size of business Owners What services do you provide to your existing clients? Be really detailed here… Financials Tax returns QuickBooks support Payroll support Bookkeeping Identify: What you do now Starting with what you currently do is step 1
  10. 10. 10 How often do you want to perform these services? Do you want to be seeing your clients weekly, monthly, quarterly? Do you want to physically see them or just send information? Do you want to be part of the clients team? Who do you want to provide these services for? Again be really detailed… Industry Location Size business Owners What services do you want to provide to your existing clients? Be really detailed here… VCFO International tax Technology implementations Monthly advisory Bookkeeping Identify: What you want to do Knowing what you actually want to do is step 2
  11. 11. 11 How often do your ideal clients need these services? Do they want to be seeing you weekly, monthly, quarterly? Do they want to physically see you or just send information? Do they want you to be part of the team? What are the biggest problems your ideal clients face? Again be really detailed… Cashflow Marketing Team Expansion Competition Margins What services do your ideal clients want/need? Be really detailed here… HR advice Cashflow advice Help with systems Bookkeeping Education on drivers Identify: What your clients want/need This is about identifying what the clients you want to work with really need and want and is step 3
  12. 12. 12 What skills does your team need to deliver what your clients want? Do you need cashflow experts Do you need systems experts Do you need tax experts Do you need business advisors Do you need grinders or minders Do you need a sales team Do you need a change expert What skills do your current team have? Do you have cashflow experts Do you have systems experts Do you have tax experts Do you have business advisors Do you have grinders or minders Do you have a sales team Do you have change experts Identify: The skill gaps in your team This is about identifying the capability of your current team and is step 4
  13. 13. Now you have the current gaps between where you are now and where you want to be
  14. 14. Note the differences between what you want to do and what your current clients want. You may need to find new clients!
  15. 15. Plan of attack…
  16. 16. 16 Build your services package Core compulsory services Add-on services Ultimately 3-5 packages Plan of attack
  17. 17. 17 Build your team training plan (to fill the gaps) What skills can you train with the existing team (internal) What training do you need to outsource (external) Prepare a detailed monthly training plan (entire business) Prepare a detailed monthly training plan (each person) Schedule who will deliver the training Plan of attack
  18. 18. 18 Build your hiring plan For skills you can’t train Detail the type of people you need Detail when and how many you need Detail your recruitment strategy Plan of attack
  19. 19. 19 STOP : Do you have capacity to be delivering these additional services? Within your existing team (if so how) Or do you need additional people? Don’t let this be the excuse Plan of attack
  20. 20. 20 Price your packages Core compulsory services Add-on services Ultimately 3-5 packages Plan of attack
  21. 21. 21 Systems to help deliver Technology systems Internal processes Workflow Plan of attack
  22. 22. Don’t think you can go from nothing to everything with ALL of your clients at once. You have to have a planned rollout.
  23. 23. Implementing…
  24. 24. 24 Implementing
  25. 25. 25 Plan for Rollout Can’t change everything at once Set measureable targets (# clients / month) Plan who you will target 1st Implementing
  26. 26. 26 Awesome client meetings Prepare! Agenda Recap previous meetings Know the client Have to follow up Implementing
  27. 27. Know what your client is trying to achieve Pick top 3 things client needs to work on Brainstorm how they can improve in these areas Pick top 1-3 things client is doing well Pick top 3 things you are going to ask the client about Customise your reports Understand clients sophistication level Example: Preparation
  28. 28. Ask how the client is going! Start with an overview Compared to last year this is how you are performing Compared to budget this is how you are performing Compared to the action step last month / quarter Top 1-3 things you are doing well Top 3 things need work Deep dive into 3 things to work on by asking questions Give ideas on how to improve Set Action list for client to work on Example: Appointment
  29. 29. Follow up! Ensure the client understands action points Set the preparation agenda for next meeting Ensure next meeting is booked Schedule to follow up on progress (ie measure progress between meetings) Example: Post appointment
  30. 30. 30 Tell the world Marketing plan Resource dedicated to marketing plan Plan who you will target 1st Implementing
  31. 31. 31
  32. 32. Action list…
  33. 33. 33 Measure The only way this stays as a focus for you is if you are measuring progress constantly Weekly KPI’s Involve the team + clients Find someone to hold you accountable Repeat Implement Workflow Schedule time Schedule people Book time with clients 5 best clients Do Offsite 2 days out of the office Facilitator (agenda) Why Identify Plan of attack Detailed Checklist What you need to do next
  34. 34. Questions?
  35. 35. Missed something? Today’s presentations are available in the event mobile app and at http://www.slideshare.com/tag/QBCAU17 Don’t forget to rate my session: Open up the event app, find my session title in the agenda and click on rate & review

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