CLIENT BUILDING

What does it mean?• Building long-term relationships with clients

• Listening and appreciating the client’s needs

• Understanding the art and the science of the career• Art – being a master of your trade• Science – analyzing how your business works

Why did it work?• The focus is on the relationship, not the sale. The profit is in the relationship.

• The foundation of client building is doing the right thing for the client.

• Encouraged representatives to think more like a business owner than a sales person.

Others who agree• Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

― Peter Drucker

• If you want to lift yourself up, lift up someone else.― Booker T.

Washington

• Most people do not listen with the intent to understand; they listen with the intent to reply.

― Stephen R. Covey

How can it help you?1. Brings focus to your practice, changes your

perspective on selling, and increases your professionalism

2. Leads to more satisfied clients, increased favorable introductions, and repeat sales

3. Inspires you to learn more about the business and study your practice

Questions to Discuss• What are the benefits of a long-term client relationship?

• How do you demonstrate with prospects/clients your desire for a relationship versus a transaction?

• What does it mean to be a “master of your trade” and how are trying to attain this status?

• How are you a student of the business and of your practice?

• What is your key take-away from today’s discussion?