Having to work remotely or with clients going through business difficulties can be challenging - here's how to work with your clients during challenge and come out better off.

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marketinglogic.com.au
Working with
clients in
challenging
times
July 2020

2. 2© Marketing Logic 2020 More information at www.marketinglogic.com.au.
How are you feeling?
 Worried about job
 Worried about
future
 Not sure what to do
 Anxious
 Worried about
family
 Overwhelmed
 Depressed
 Hopeful
 See opportunities
 Unsure how to pivot

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How do we work through this?
• Be compassionate
• Be proactive
• Be on the clients’ team
• Understand what the client needs
• Establish deeper relationships
• Expand clients’ views of us

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Understanding your clients
• Look at your internal
clients
• How are they
feeling?
• What do they want
to achieve?
• What are the barriers
to getting there?

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Understanding your role
• Where have you added
value?
• How much of that can you
do now?
• Where else can you add
value?
• How can you help them
achieve their objectives?

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Growing the relationship
Find and develop relationships
on a more personal level
Communicate
do not hassle
Prioritise
Listen &
think
Be flexible,
bring a
different
perspective

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Planning for conversations
What do
they need?
What
relationships
do we have?
How could they
be improved /
extended?
A plan for each major client
What do
you want?

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Start a conversation
• How are things?
• What is the most pressing issue for
you right now?
• Think about whether there is
anything you can do to assist
• Ask: is there anything I could be
doing now to help you?
• Are there other partners with the
same issue?

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Treat their clients like your clients
• Who knows what?
• What can we learn from
the files?
• What does our research tell us?
• What do we need to know
that we don’t?

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Bring them information
Social media
Google alerts
ICON
Annual reports
Industry associations /
magazines / websites
Newsletters / bulletins

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Bring them insights
Views
Of different types of
clients
From elsewhere in
the firm
Industry insights
Trends
Ideas
Networks
Big Picture
Ideas outside the
square
Plans for the future

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Things we could be doing
Asking
good
questions
Thinking
Adding
value
ProjectsListening
Commun-
icating
Support
BD
Ideas for
clients

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Where could we be going?
Where could we be by the end of
the year? By the end of next year?
?
What are we doing now that we will not need
to do? What could we keep doing?
?
Are there opportunities for the firm?
How can we get traction afterwards?
?
Are there opportunities for clients? Could they
help each other?
?

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Helping others plan for client
conversations
What do
they need?
How are they? What can we
help them do?
A plan for each major client
What practical
advice can we
give?
Coach, help prioritise

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Use your network for the client
You can be the conduit that makes this happen
Other clients Staff of
all levels
Referrers
(i.e. bankers,
accountants and
other clients)
Firm contacts

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Maximising the value of conversations
• Record information on file
• Relay information to
relevant people
• Feed information to Client
Relationship Managers
• Commit to an action
• Diarise the next contact

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See & think differently
Be curious & compassionate
Listen
Ask questions

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Q&A

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Need help?
+61 417 567 506
vivienne@marketinglogic.com.au
Vivienne Corcoran