How to Give Clients What They Want

Without Selling Your Soul

2003 PMRS Alberta Chapter

The Fairmont Palliser Hotel, Calgary, Alberta

We are trying to make a difference

not just a living!

Know the space you ‘play’ in and don’t waver!

Courage to adopt partnership style

Build reputation and the business continuously

Truth telling

Follow up and course correct!

Process

What space do you play in?

Expert Implementation

Reputation increases by not being all things to all people

Build reputation and business

continually

so you can afford to say NO thanks

Hosted symposiums, breakfast meetings

One on one meetings – who is your target?Follow up

Informal networking

Referrals

Personal letters – cold calls

Publishing – establishing thought leadership!

We have to bring ourselves into the practice; courage to be in partnership!

Service is Not Servile

What kind of clients make us move into expert mode?

What kind of clients make us

move into servile mode?

Expert Servile

You both have needs and wants

Each party does what they commit to do

You both have expertise and apply it together for a positive outcome

Partnership is the Key

Expert ServilePARTNERSHIP

•What are your needs and wants?

•What prevents you from getting what you want?

•What is most important to you about the work you do!

Group Discussion: Your Turn

CONTRACTING

Insurance against selling out!

•Probe for the underlying issues – what are you worried about, what do you want from me?

•Be prepared to push back!

•Don’t feel compelled to be ‘brilliant’ – stall for time

•Be prepared to state your views, philosophy and values

Contracting: Questions and

Intent!

•Relentless follow up – to care, learn and build

•Take accountability for what went right and wrong!

•Trust what you feel and act on it – course correct

Follow Up

You get what you project!