1. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 helping the client to come back to us Building Ongoing Business Relationships

2. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 style  fast paced overview  hints and tips  slides on-line  short exercises  discussions

3. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 topics  Understanding client politics  Key elements for ongoing service  How to deal with disagreements  Keeping the client: continual added value

4. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 Understanding Client Politics

5. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 politics  Client politics rules their decisions  Work out the political ambitions of the key stakeholders  Figure out ways to help them with their political ambition  Keep & regularly review a register of stakeholders, their personality type and their political ambition Political Ambitions: status security power collaboration expertise

6. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 roles within the client  Decision Maker  Decision Influencer  Knowledge Expert  Pressure Group a Client Communication Plan will target all relevant groups to give them the information they need to carry out their role

7. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 Key Elements for Ongoing Service

8. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 elements of excellent service logicemotion

9. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 left brain issues

10. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 product and delivery  What is our product?  Do we provide what the customer wants?  Are our products easy to understand?  Do we deliver  on time?  complete products?  Do customers know when on-time is?  Is it easy to get from order to delivery?  Do we deliver the product they need when we said we would?

11. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 right brain issues

12. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 relationship and image  Who knows who?  Do they like us?  What stories circulate about us?  Where do they get information about us?  What information would we like them to have?  Who do we need to know?  What is our Exposure / Communication plan?

13. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 How to Deal with Disagreements

14. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 difficult conversations use this method if the customer is upset and is being EMOTIONAL  Listen  Empathise  Apologise  Action  Follow Up

15. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 Keeping the Client

16. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 the PIE effect performance image exposure

17. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 some examples 1.Insurance Broker: direct correlation between length of phone calls and sales 2.Marketing Services Agency: doubled size of 2 main accounts in 2 years by switching all meetings to clients’ offices 3.Construction company: bid success rate correlated to pre-bid consultancy time 4.Public Relations Company: created largest piece of business by employing someone to network

18. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 communication Communication Plans should include: review meetings client satisfaction surveys product announcements new team member introductions innovation / added value contribution the biggest complaint of customers is ‘poor communication’ by this, they don’t mean they want more transmission of information. they means they want to be listened to and understood

19. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 50 excuses for contact 31.I have some documentation on the latest trends in the market, would you be interested? 32.Would you like me to arrange a visit to our offices so you can meet the team? 33.Another of our clients was asking me about xyz so I thought I’d ask your views 34.We’d like to send birthday cards to each of your team members this year would that be OK? 35.We are holding a fun competition to see how much our clients know about us, would you be interested? 36.I am passing by next week, fancy a coffee? 37.There is this great show in London, I know you are an xyz enthusiast, would you like to go? 38.We are canvassing clients to see if they would be interested in a corporate event in (motorsport, golf etc), would you be interested? 39.We would like to produce a quarterly newsletter for your segment of industry, would that be useful for you? 40.We hope to run a focus group in the next 3 months about our service levels, would you be interested in attending? 41.Several of our customers are getting together to talk to us about the way they see the next few years panning out, would you like to attend? 42.We would like to introduce you to other areas of the business, I know you personally are very busy, who do you suggest I talk to? 43.We want to develop our product range and wondered if you had any views 44.We are looking for a partner to co-run an event 45.We want to produce an introductory CD for our graduates about your industry sector 46.I am producing a set of case studies would you be prepared to be one of them? 47.I read this fantastic book and thought of you 48.I understand you are into xyz hobby and I wondered if I could pick your brains 49.Do you know anyone in your team who is into xyz or has been to abc, I would love to pick their brains 50.I would like to arrange a bowling / xyz competition between my team and your team, are you up for it? 1.I read this news item and thought of you 2.I have this joke for you 3.I received this email funny and thought of you 4.I wanted you to know what happened to so and so in the office 5.There’s a program on TV you might be interested in 6.I attended a conference and wanted to send you this booklet 7.I have this web site url for you 8.Could I ask you for your advice 9.Could I ask you for a reference 10.Could you give me some personal help 11.I have some ideas on products / service improvement 12.I wondered if I could ask you some questions on another part of your company 13.I know someone who wants to work in your industry and wondered if you had any views on job prospects 14.I have some research that has been done with another client 15.Could you recommend a guest speaker 16.We are having a Christmas meal 17.Would you like to come to the theatre 18.We are holding some free briefings 19.I wondered if I could chat with you about our performance 20.We are happy to let your grads come to our office 21.I wondered about your views on our complaint handling 22.I have some financing options which I wondered whether I could discuss with you 23.I am offering free toolkit, e.g. risk mgmt strategy 24.Can we use u as a case study I was just reading xyz and I thought of you 25.We are conducting a survey and I wondered if I could quickly ask you …. 26.I’d like to improve our communication with you, could I just pick your brains? 27.I have some information on the industry which may be useful, should I send it to you or another member of the team? 28.We are holding an event for clients, are you interested? 29.I’d like to do more forward planning for you, could we meet and discuss? 30.We are developing a range of support literature to help you in your presentations to the board, could we meet and discuss?

20. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 keeping the customer: ongoing innovation typical ranking criteria are cost £, cost people, time, permanence, perception, quick hit, extra problems generated & maintenance make sure you prioritise quick hits and remember Pareto 80/20 if you don’t know, have you asked? use creativity techniques

21. SMART Sessions Building Ongoing Business Relationships www.goodfoot.co.uk +44 (0) 1926 859 060 Building Ongoing Business Relationships Thank You www.goodfoot.co.uk/downloads/prodrive.aspx