The document discusses understanding clients and building strong relationships with them. It emphasizes getting to know clients personally, understanding their business better than they do, being proactive, and providing inspiration rather than just information. A good client relationship involves clients bringing advisors in early, taking their advice, and acting as references. The key to standing out is perspiration, preparation, but most importantly inspiration. Building trust is the most important ingredient in client relationships.

1. UNDERSTANDING
CLIENTS
CLAIRE TENZER
April 2017

2. LET’S START WITH A QUIZ
• When is your client’s birthday?
• What is your client’s business objective for 2017?
• When was the last time you visited your client’s stores, or similar?
• If you went to buy your client’s product, how much would it cost?
• What is your client’s coffee order?
• What is your client’s dog’s name?

3. KNOW WHAT
YOUR
CLIENT
DOESN’T LIKE

4. WHAT DO CLIENTS EXPECT FROM YOU?

5. • Agendas
• Contact reports
• WIP documents
• Summary of discussions in email
• Structure

6. BE PRESENT IN THE ROOM

7. HANDLE CONFRONTATION
• Don’t delay it
• What’s the worst that could
happen?
• Don’t bullshit
• Get your facts straight
• Delegate upwards
• Don’t interrupt

8. ADMIT WHEN SHIT HAPPENS

9. WHAT DO CLIENTS NEED FROM YOU?

10. GET STUCK IN AND KNOW
THEIR BUSINESS
(BETTER THAN THEY DO)

11. DON’T BE INVISIBLE

12. TELL THEM THINGS THEY
DON’T KNOW

13. TAKE THEM ON THE
JOURNEY

14. SMALL THINGS
MAKE A BIG
DIFFERENCE

15. CREATE A WELCOME SPACE
FOR CLIENTS

16. BE CURIOUS

17. BE PROACTIVE

18. BE YOURSELF

19. HAVE FUN WITH THEM –
NEVER FORGET WE ARE THE
BEST PART OF THEIR DAY

20. THERE IS ONE THING THAT WILL HELP
YOU STAND OUT TO YOUR CLIENTS

21. PERSPIRATION AND
PREPARATION ARE VITAL

22. BUT IT IS INSPIRATION THAT
WILL SET YOU APART

23. IT’S NOT WHAT YOU SAY
IT’S HOW YOU MAKE CLIENTS FEEL

24. STRAIGHT FROM A CLIENT’S MOUTH

25. HONESTY

26. IDEAS THAT
CHALLENGE
A BUSINESS

27. UNDERSTAND THE BIGGER PICTURE

28. WHAT WILL ALL THIS DELIVER AND
WHAT IS THE MOST IMPORTANT INGREDIENT?

29. TRUST

30. WHAT DOES A GOOD RELATIONSHIP LOOK LIKE?

31. • They reach out to you when they are in need
• They bring you in early on conversations
• They act as a reference
• They ask for, and take your advice
• They forgive you
• They protect you

32. WHAT DOES A BAD RELATIONSHIP LOOK LIKE?

33. • They answer your calls by e-mail (if they answer them at all)
• They go to other agencies
• They don’t include you in conversations
• They yell

34. MY FINAL (NOT SO) SECRET TIPS

35. GIVE A SH*T.
EVERY MINUTE OF
EVERY DAY
BECAUSE
YOU ARE ALWAYS ON.

36. GO THE EXTRA MILE EVERY DAY.
IT’S NEVER CROWDED.