NACC South East Christmas Seminar

 Developing Client

Relationships 

Margaret FaulknerQudos

 Friday 30th November

2012

Objectives

• Create a positive and professional first impression when meeting people for the first time

• Know how to develop positive and enduring business relationships

• Identify the key behaviours and skills required to network effectively

• Provide a practical, participative opportunity to review/refresh those skills and practise them offline

• Enjoy each other’s company, share ideas and have fun

Initial impact is made and audience mood towards you is established in the first 4-7 seconds

Developing Client Relationships

National Standards for Customer Care

Give Customers a positive impression of yourself and your organisation:•Establish effective rapport with customers•Meet your organisation’s standards of appearance and behaviour•Greet your customer respectfully and in a friendly manner•Communicate with your customer in a way that makes them feel valued and respected•Treat your customer courteously and helpfully at all times•Adapt your behaviour to respond effectively to different customer behaviour

National Standards for Customer Care

Deal with customers face to face•Focus on your customer and listen carefully to ensure that you collect all possible information you need from the conversation•Present a professional and respectful image when dealing with your customer•Focus your attention on your customer so that your non-verbal cues do not betray disinterest, boredom or irritation•Observe your customer to read non-verbal clues about their wishes and expectations 

Total impact of a person's message is

38%

7%

55%Tone of

voice

Words only

Body

Language

Network

A group or system of interconnected things or people.

Oxford English Dictionary

• The word network first appeared in English around 1560. It meant, not surprisingly, 'a netlike structure', and actually originally referred to the process of making a net of some sort.

• These terms derive originally from the net used by a fisherman. The bigger and stronger the net, the more fish would be caught.

• The same with business networks. (The fish represents your aims, for example sales achieved, or new clients.)

Networking

The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing to meet their needs.

John Russell President

Harley Davidson

Developing Client Relationships

EVERY customer needs to feel like they are your ONLY customer

Every client you keep is one less that you need to find.

Nigel Sanders

The Time Management Matrix

1 2

3 4

Urgent Not Urgent

Imp

orta

nt

Not

Im

por

tan

t

The Time Management Matrix

1 2Urgent Not Urgent

Imp

orta

nt

• Crises• Pressing Problems• Last Minute Meetings• Unplanned Encounters

• Preparation and Planning• Crisis Prevention• Relationship Building• Planned Networking

Opportunities• Follow up

3 4

Not

Im

por

tan

t

• Needless Interruptions• Unimportant Phone Calls• Some Mail• Some Meetings

• Junk Mail• Some Phone Calls• Time Wasters• Chit-Chat• ‘Escape’ Activities

Elevator speech.Describe yourself concisely and impressively.

Be different.Differentiate yourself. Aim high. Be best at something

Help others.Help others and you will be helped.

Personal integrity.Integrity, trust and reputation are vital for networking.

Relevant targeting.Groups and contacts relevant to your aims and capabilities

Plans and aims.Plan your networking - and know what you want.

Follow up.Following up meetings and referrals makes things happen.

Be positive.Be a positive influence on everyone and everything.

Principles of Effective Networking

Nothing is so contagious as enthusiasm

Samuel Taylor Coleridge