1 / 25

PwC

New Manager Academy. Trusted Advisor: Impact on our Business Steef Klop, October 20th 2010. PwC. Agenda. Impact on our business Impact on relationships Impact on coaching. Impact on our business. What is this?. Revenue. Time. Impact on our business. Business life cycle. Inception.

osmond
Download Presentation

PwC

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. New Manager Academy Trusted Advisor: Impact on our Business Steef Klop, October 20th 2010 PwC

  2. Agenda Impact on our business Impact on relationships Impact on coaching

  3. Impact on our business What is this? Revenue Time

  4. Impact on our business Business life cycle Inception High growth Maturity Transition Revenue Time

  5. Impact on our business Business life cycle of… Inception High growth Maturity Transition 861 Revenue Impact on relationships? Impact on coaching? Impact on business? 400 1999 2003 2010 Time

  6. Impact on our business Impact on businessBusiness life cycle Start up Growth Maturity Decline

  7. Impact on our business Key characteristics of the stages Expansion New products and services, expand current businesses and clients InceptionFocus on profitable clients; be effective and efficient High GrowthDelegate tasks; run in a formal way; improve accounting & structure, establishprocedures, hire/train new employees MaturityDo things better; focus on the overall big picture Transition DeclineSearch for new possibilities; business ventures; cut costs; focus on cash flow

  8. Discussion • What’s important in a relationship? • What’s important in a business relationship? • What’s the difference?

  9. Impact on relationships Evolution of a client-advisor relationship Trusted Advisor = Trust-Based Valuable Resource = Relationship-Based Breadth of Business Issues Broader SME = Needs-Based Subject Matter Specialist (SMS) = Service Offering Based Depth of Personal Relationship

  10. Time Spent Impact on relationships Four levels of client relationships Trust- Based: Customer-focused It’s about them, not us Relationship- Based: Customization Rational Non-rational Context Defining the problem Needs-based: Solutions Answering the question Expertise-based: Answers

  11. Impact on relationships Levels of relationships

  12. Impact on relationships What is trust? Why is trust important?

  13. Impact on relationships The four factors of trust Words Actions Security Focus Credibility Reliability Intimacy Self-Orientation • Truthfulness • Credentials • I can trust what she says about… DependabilityPredictability I can trust him to… • Discretion • Empathy • I can trust her with… • Motives • Attention • I can trust that he cares about…

  14. Where: T = trustworthiness C = credibility R = reliability I = intimacy S = self-orientation T = C + R + I S Impact on relationships Trust model: the Trust Equation

  15. T = C + R + I S Impact on relationships Economics via the Trust Equation • T = trustworthiness • C = credibility • R = reliability • I = intimacy • S = self-orientation It costs 4-7x as much to sell a dollar of new business as it does to sell a dollar of existing client business

  16. Impact on relationships Trust drives the cost of sales

  17. Impact on coaching Influencing and trust • The Number One influencer is: • Reciprocity • After that come: • Authority • Consensus • Consistency • Scarcity • Liking Robert Cialdini

  18. Generate Alternatives Define Problem Criteria, Selection Impact on coaching Conventional influence models Explore Implications EstablishCredentials Uncover Needs ProposeSolutions Close

  19. Impact on coaching The real process: selling by doing Acknowledgean issue Continue to work the issue itself Assess trust Selling by doingnot by telling Screen on qualifications …the last 17…

  20. Impact on coaching X Top 1011 trust-enhancing actions • Cultivate an attitude of curiosity • Think out loud • Make listening a gift of your attention • Write your next proposal seated next to the client • Be yourself—everyone else is taken • Sell by doing, don’t sell by telling • “Let me be a channel” • When someone’s angry at you—it’s about them • Return calls unbelievably fast • Keep your part of the talking to around 60 – 120 seconds • Shun the calls, walk the halls

  21. Discussion • What do you think is the impact on (your way of) coaching?

  22. Impact on coaching The TBA Mindset 1. Start with ourselves 2. Use coaching to inspire people to be part of a team

  23. “Me” in 5 colors (Caluwe): E.g.: Something will change if:Make your choice Consensus and negotiation : power based Setting objectives, plan : rational process Motivation, stimulation, caring about people; good HR-systems : exchange Development , learning by doing : education Take away obstacles, free up the energy of people: energize

  24. Your take a ways • Exercise in group of 3 people

  25. Summary • The stage of businesses (and the economy in general) is changing constantly along their lifecycle. • This has an impact on our way of doing business as well, because we also run a business. • The constant change has an impact on the “state of mind” of our clients, targets, networks and colleagues on therefore on our day to day business and behaviors. • “ …….it will be the most adaptive, that will survive…” • Remember we are all different….but we have to listen and ask to understand each other..

More Related