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

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Expanding Relationships With Existing Clients

  1. 1. Expanding Relationships with Existing Clients Cordell M. Parvin http://www.cordellparvin.com
  2. 2. Michael Wickett
  3. 3. Jeffrey Gitomer
  4. 4. How Do You Do It 5
  5. 5. Know Your Client Research the Client Website/Online Research 6
  6. 6. Know Your Client Research the Client Annual Report 7
  7. 7. Know Your Client Research the Client Industry Publications 8
  8. 8. Know Your Client Research the Client Competitors 9
  9. 9. Know Your Client Research the Client Listen Carefully 10
  10. 10. Build Confidence Client Tour of Office 11
  11. 11. Build Confidence Go to Their Office 12
  12. 12. Build Confidence CLE and Other Training 13
  13. 13. Build Confidence Client Surveys 14
  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. 15. What Clients Care About Achieving Their Goals 16
  16. 16. What Clients Want Focus on Client Service 17
  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. 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. 19. How to Begin? Ask Are you ecstatic with service we are providing? 20
  20. 20. How to Begin? Ask What could we do better? 21
  21. 21. How to Begin? Ask What is going on in your business that we should know about? 22
  22. 22. How to Begin? Ask 23
  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. 24. Building Rapport Three Aspects Personality type How they speak and receive information Empathy 25
  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. 26. Building Rapport - Communication Visual Learners – Showing Aural Learners – Telling Kinesthetic Learners - Experiencing 27
  27. 27. Building Rapport-Empathy 28
  28. 28. Building Trust 29
  29. 29. Building Trust Components of Trust TRUST = C + R + I S C – Credibility R – Reliability I – Intimacy S – Self-orientation 30
  30. 30. Cross Educate Identify Target Market 31
  31. 31. Cross Educate Identify Clients 32
  32. 32. Cross Educate Identify Firm Clients 33
  33. 33. Cross Educate Identify Potential Clients 34
  34. 34. Cross Educate Identify Kind of Work 35
  35. 35. Cross Educate Identify “Go To” areas personal interest 36
  36. 36. How to Win Trust Trust Must Be Earned 37
  37. 37. How to Win Trust Grows Over Time 38
  38. 38. How to Win Trust Both Rational and Emotional 39
  39. 39. How to Win Trust Personal 40
  40. 40. It Takes Time Have Patience 41
  41. 41. BUILDING TRUST 42
  42. 42. Summary Research the client and its market Listen to the client’s needs, ask educated questions 43

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