Client building

1. Client building

2. 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

3. 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.

4. 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

5. How can it help you? • Brings focus to your practice, changes your perspective on selling, and increases your professionalism • Leads to more satisfied clients, increased favorable introductions, and repeat sales • Inspires you to learn more about the business and study your practice

6. 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?