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Addressing Client Issues.pptx
- 1. Addressing Client Issues A.B. Freeman School of Business Carmelo Turillo, Ph.D.
- 2. Approaches to the Engagement • Each firm has its own approach or framework • Many similarities between them • How to • Describe the problem • Analyze data • Evaluate options and choose one • Implement Based on the work of Elliott N. Weiss
- 4. Booz Allen Hamilton’s Hypothesis Approach • Combine your expertise and what you learn from the client to develop testable hypotheses • Collect and analyze data to test hypotheses • Try to prove the hypotheses wrong, not right • Look for context and boundary conditions • Draw conclusions
- 5. A similar line of attack Identify the problem (or opportunity) Identify possible solutions Evaluate possible solutions (with data) Implement the best solution Repeat if necessary
- 6. SCR Approach Situation Context What is already accepted as fact • Maybe the problem or opportunity, maybe not Complication What are the root causes? What will be the impact if not addressed? Data as evidence This is where persuasion comes in Resolution What action is required to solve problem or leverage opportunity?
- 7. Key questions, regardless of approach • Has the client’s customer been considered? • What is necessary to secure top management team support? • How does the client currently solve problems? • Are any of your recommendations based on opinions or untested hypotheses? Use data! • How sustainable are the gains?
- 8. What you need to gain commitment on • The problem (Or opportunity) • The root causes • What will happen if we don’t take action • What success should look like • What we should do
- 9. Five Decision Making Styles • Charismatic (25%) • Thinker (11%) • Skeptic (19%) • Follower (36%) • Controller (9%) Based on the work of Williams & Miller
- 10. Charismatic Characteristics • Easily enthralled, but bases decisions on balanced info • Emphasizes bottom line results Richard Branson
- 11. How to persuade Charismatics • Focus on results • Make straightforward arguments • Stress benefits-– use visuals • Key words: Proven, Actions, Easy, Clear
- 12. Thinker Characteristics • Tough to persuade • Cerebral, Logical • Risk averse • Needs extensive detail Bill Gates
- 13. How to persuade Thinkers • Market research • Customer surveys • Case studies • Cost/benefit analyses • Key words: Quality, Numbers, Expert, Proof
- 14. Skeptic Characteristics • Challenges every data point • Decides based on gut feelings Larry Ellison
- 15. How to persuade Skeptics • Establish credibility with endorsements from someone they trust • Key words: Grasp, Power, Suspect, Trust
- 16. Follower Characteristics • Relies on own or others’ past decisions to make current choices • Late adopter Carly Fiorina
- 17. How to persuade Followers • Use testimonials to prove low risk • Present innovative, though proven, solutions • Key words: Expertise, Similar to, Innovate, Previous
- 18. Controller Characteristics • Unemotional, analytical • Abhors uncertainty • Only implements own ideas Martha Stewart
- 19. How to persuade controllers • Present highly structured arguments • Make listener “own” the idea: Make multiple options • Avoid aggressive advocacy • Key words: Facts, Reason, Power, Just do it
- 20. Takeaways • From the beginning of the engagement, be thinking about who you need commitment from and how you will get them on your side • Successful implementation is 70% content, 30% selling • As you learn more about your client and the organization, pay attention to how they have made decisions in the past