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Winning Trust and I nfluencing C lients

This book provides strategies and insights for building trust, influencing clients, and achieving success in business. Topics include effective communication, problem-solving, personal growth, and building strong relationships.

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Winning Trust and I nfluencing C lients

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  1. Winning Trust and Influencing Clients Chris Coffin CC Consulting LLC May, 2014

  2. Winning Trust and Influencing Clients • Assumed Base Foundation: Knowledge of the business, strategies/objectives, core competencies, financial metrics and cultural norms. • Baseline Service Expectations: Flawless execution of core services, data integrity and complete confidentiality. • Measures of Success: Key Business/HR metrics, client satisfaction.

  3. Winning Trust and Influencing Clients • Philosophical Foundation: A work environment based on employee commitment drives business success. Behavior over words. • Peddler of Common Sense: Common sense is uncommon and there’s a market for it. Keep it simple, avoid HR jargon. “People like to be asked and people like to be thanked.” • Admin/Process Lite: Live with the grey, embrace nuance, use situational judgment. Trust people to act like adults.

  4. Winning Trust and Influencing Clients • Truth Teller: Bring healthy confrontation, candor and the voice of the employee to the table. Challenge ideas, not people. • Invite and Embrace Problems: Seek out opportunities for change. Connect with your toughest critics. • Advisor vs. Advocate Voice: One voice among many or the one voice. • Outcomes Focused: What’s the preferred outcome?

  5. Winning Trust and Influencing Clients • Risk Management: Outline options, pros and cons, provide data for a good business decision. Trust the process. • There’s Always More to the Story: Intelligent people and quick conclusions. Counsel suspension of judgment and fact gathering. • Encourage Difficult Discussions: Silence is not a strategy. • Intent vs. impact • Shared Contribution

  6. Winning Trust and Influencing Clients • Juggling Priorities: Know which are your crystal, rubber and lead balls. Don’t drop the crystal. • Personal Growth: Life begins at the end of your comfort zone. Get into your stretch zone. • Professional Development vs. Ratings: Don’t let ratings detract from developmental messages, develop fearlessly. • The Power of Goal Setting: Pepsi Asia story.

  7. Winning Trust and Influencing Clients • Weight of Their Words: When a senior leader whispers, ripples are sent throughout. • Progress, Not Perfection: Don’t seek the perfect solution, just keep moving forward. Keep your perspective when all about you are going crazy. • Be a Problem Solver: Just go fix it. • Quiet Is Our Best Applause: Embrace silence. • Own Your Mistakes: Own it, learn from it, move on.

  8. Winning Trust and Influencing Clients • Nurture the Best, Move the Rest: Identify hi-potentials for development. Encourage the tough call and coach on message delivery. Performance improvement vs. exit strategy. • Fire with Heart: Separation and transition with choice and control and support. • Hiring Formula: Smart plus nice, hire fearlessly. Sharp elbows need not apply.

  9. Winning Trust and Influencing Clients • Personal Board of Directors: Use the iterative process with key colleagues. Creates good ideas and buy-in. • The Socratic Method: Question and listen more than talk. Be a sponge. • Local Option: One size does not necessarily fit all. • No Trappings: Intellect, initiative and ability over hierarchy.

  10. Winning Trust and Influencing Clients • Related Buttons: Speed, cost and quality are interconnected. • Trust Your Instincts: If something doesn’t feel right, it’s probably not. Act. • Manage Energy vs. Time: Seek out energy giving activities; balance physical, mental, emotional and spiritual energy for full engagement. Set personal boundaries.

  11. Sugggested Reading • “Difficult Conversations”, Douglas Stone et al. • “The No Asshole Rule”, Robert Sutton • “Encouraging the Heart”, James Kouzes and Barry Posner • “Crucial Conversations”, Kerry Patterson et al. • “Quiet, The Power of Introverts in a World That Can’t Stop Talking”, Susan Cain • “Immunity to Change”, Robert Kegan and Lisa Lahey.

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