They’re not just clients… they’re people!

August 30th, 2016

coffee3BThink about each of your top 4 or 5 clients. Collectively, they’re likely worth 50-60-70% of your firm’s revenue…. or more!  And I’ll bet you could tell me how much revenue each generates, which services or products they’re buying from you and some details about each of their last few projects. That’s good.

Now think about your key contact at each of those clients – what details do you know about them? No, not their title or their biggest challenges at the office – though those are important. But… are they married or not? What about kids? Their hobbies or favorite sports team? Where they went on vacation last week? And so on… and so on.

Don’t think knowing that kind of thing is important? You’d be wrong!

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Listen up salespeople… “Your voice mail messages are AWFUL!”

August 16th, 2016

voice mail 1Last Wednesday, I came back to the office to find a voice mail message on my office phone. It was one left by a sales rep (and I use that term loosely) who wanted to connect with me. Without giving away the firm, here’s the message…

After introducing herself, she said, “We have a lot of experience working with firms like yours. I’d appreciate the opportunity to have a short conversation to see if we might be of service to you.” Then she left her phone number and hoped I would call back. That was it.

We can debate the value of leaving phone messages, but here’s what happened (or didn’t happen)…

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Lost a client? Don’t give up on them.

August 9th, 2016

giveup1Recently, one of our consulting engagements – with a large research firm – came to an end… they did not renew with us and continue on as I had expected. It happens… not all client relationships evolve as planned.

The question is… what do you do when that happens? Let me suggest the following…

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