Speaker Profile

Too many times, businesses take their clients for granted. One of the reasons businesses can get away with this is because even when clients are unhappy, they are more likely to put off the process of finding someone new to do business with than they are to find someone better. Why? Time!
In the same way that your business has a client acquisition phase, every one of your potential clients is spending their time trying to decide between all the business options they’ve identified. A businesses goal should be to start building a relationship right from the start. Unfortunately, too many business only care about closing the deal.
In this presentation we will cover the key elements to building business relationships with communication strategies that are very likely to set you apart from your competition, including:

• How to identify client assumptions that might be holding you back
• Making better decisions about when and how to streamline your customer service strategies without sacrificing the business relationship
• Communicating in a way that helps your client appreciate that their problem(s) genuinely matter to you

Business owners wake up each morning to face a very challenging reality: If they don’t have customers, they don’t have a business! There are many business-oriented ways to address this challenge, but there are times when generic actions fail to successfully speak to our client’s actual expectations. As business owners, it’s up to us to provide our customers with interactions that don’t just make the decision to choose us a “no-brainer,” but that continue to promote opportunities for quality interactions throughout the life cycle of the relationship.
In this presentation, participants will learn steps for addressing client expectations, including:

• The importance of acknowledging the concerns our customers have about their situation from their perspective
• Anticipating what clients want to know about us, and figuring out the most efficient ways for providing that information
• Developing retainer agreements, contracts, confirmation letters, etc. that fit with our business/practice goals while including the information our customers want and need
• Developing a mutually beneficial time-line of interactions that will address our client’s desire to be kept up to date
• Strategies that provide clients with multiple reasons to continue doing business with us and happily refer potential customers our way

All goal-setting strategies are not created equal! Contrary to popular belief, there is not one specific business goal-setting strategy that can be applied across the board without fail. If there were, we’d all be able to follow that singular strategy straight to our success. In reality, there are many strategies for goal-setting, and while they may share overall similarities, each comes from a specific perspective. What you need is a goal-setting strategy that addresses the two major challenges business owners face when their goal is to grow their business.

The first challenge is change. Change is a constant we all have to deal with, but when our strategy doesn’t address this sometimes volatile component, our desired results will likely elude us. In this presentation we will not only cover a comprehensive strategy for setting, measuring and reaching achievable goals, we will also cover how to make adjustments and adaptations when change makes it a necessity.

The importance of the second challenge—continuing to excel at meeting the needs of your clients while trying to grow your business—is rarely addressed when setting business goals because it’s often believed that achieving the demands of the first will automatically lead to satisfying the second. This is not the case.

Throughout my 22+ years as an attorney, I’ve experienced first-hand the advantages of applying my trial attorney experience to strategies for setting and achieving business goals in ways that successfully address both the inevitability of change, and the simultaneous need to grow client/customer relationships. This presentation is accompanied by a workbook that will allow participants immediate access to the strategies shared.