Enhancing Business Client Relationships


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Business owners are looking for competent partnerships with the business acumen to complement their growth. You have the knowledge and experience that will prove beneficial to that growth. All that is needed now is for the two to meet and begin an enduring relationship. Here you go.

Published in: Economy & Finance, Business
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Enhancing Business Client Relationships

  1. 1. 1 Enhancing Client Relationships Building Rapport & Business Priorities Profiling
  2. 2. 2 Objective  Increase deposit growth by:  Establishing a strong rapport ‘in the beginning.’  Profiling more effectively to offer practical solutions to our prospect’s/client’s needs.  Expand the depth or our relationships with current clients.  Developing a strong external network.
  3. 3. 3 Establishing a Strong Rapport  In the beginning (first meeting/lengthy conversation) of the relationship is when it is vital to introduce the value that you, Charter One Bank, and the client will bring to the relationship.  Help the customer to see that you know and understand his/her business and his/her needs.
  4. 4. 4 2 Key Steps 3B Introduction Priorities Profiling
  5. 5. 5 The 3Bs of a Powerful Introduction  Brag – Introduce yourself by emphasizing your experience and your value that sets you apart from others.  Believe – Elevate Charter One Bank by emphasizing how COB will allow you to use your experience to help them.  Benefit – Sum up the introduction by stressing how this will benefit them.
  6. 6. 6 Example 1  [B]”As a business consultant, I have learned that businesses have priorities whether they are banking or non-banking related. [B]At [name of company]I have access to partners internally and externally that will allow me to help offer solutions to your needs according to what your priorities are. [B]My clients have found this to be very comforting to them.”
  7. 7. 7 Example 2  [B]”My experience in the business banking industry has helped me to appreciate that businesses go through many changes – both foreseen and unforeseen. [B]As an associate of [name of company], I have the solutions necessary to help my clients anticipate, plan for, and adjust to changes quickly and efficiently. [B]As a result, I’ve been able to help my clients save time, money, and make more practical decisions.”
  8. 8. 8 Profiling For Priorities A business Profile that will uncover needs and create an irresistible opportunity
  9. 9. 9 What should our profiling tell us?  Business history  How the business currently operates  Current financial relationships  Future business plans/changes  Client’s primary business concerns  Client’s primary personal concerns  Current banking & non-banking ‘business related’ needs.
  10. 10. 10 What’s on our clients’ minds?  Managing Cash Flow  Reducing Operating Costs  Business Growth & Expansion  Lending/Financial Support  Employee Benefits  Personal Financial Management  Reducing Personal Risks  Investments/ Retirement Planning
  11. 11. 11 Priorities Profiling & BCEP Since cash flow and revenue generation is vital to all businesses, these skills will easily cohere with your existing business customer experience process.
  12. 12. 12 Rules of Profiling  Don’t start out by discussing the priorities. Understand the customer and the business first.  Find a ‘natural’ approach when transitioning into the profiling process  Follow the steps of the BCEP (listening, note taking, feedback, etc.) during the ‘Understand’ process.  Conduct the priorities profile separate from the ‘general understanding’ portion of the understand process.
  13. 13. 13 Natural transition into the ‘general understanding’ conversation  “Linda, I need your help to understand some of the aspects of your business…… How long have you been in business?”  “Mark, to assist me with understanding your primary concerns, tell me a little about how your business operates?”  “Mr. Smith, tell me what made you decide to go into the advertising business?”
  14. 14. 14 Natural transition into the ‘priorities profiling’ conversation  “Mr. Thorpe, it seems that I have a good feel for how everything is working. One more step today. I need you to help me prioritize these concerns……”  “Mrs. Jones, now that I have a basic understanding of your business, I need you to give me further assistance by helping me to prioritize these six categories to see what is most important to you…”
  15. 15. 15 How should the meeting flow? Introduction Thank you 3Bs Transition to Understanding ‘General Questions’ Transition to ‘Priorities Profiling’ Ask questions, take notes, understand Complete the Meeting & move forward Gather any necessary Documents from client
  16. 16. 16 Meeting Vocabulary Transitions to use…  I recommend because…  According to what you mentioned….  I see…  I feel that…  It sounds like….  How about we get started…  We can get this started today Words/phrases to avoid…  But  Honestly or To be honest with you...  Do you understand…  Can I or can we…  I think…  I don’t think….  I believe…..  I don’t believe….
  17. 17. 17 Brag words to use…  Strong analytical skills  Experience, many years of experience, etc.  Ability to discern  Proficiently manage  Innovative/creative  Level of accountability  Competitive spirit  Apply progressive technology  Speed  Thorough  Meticulous  All-embracing
  18. 18. 18 Presented by Steven R Powell