Clients are hard to find. Do you know how long your clients or prospects’ lifetime value is? Who are the loyal clients who will stay with you indefinitely, unless you give them a powerful reason to leave? Being able to identify, focus on and retain high value clients is at the heart of client centricity. Focus on the right clients and understanding them inside and out, provides a strategic advantage leading to reduced expenses and greater profit long-term. Understand your clients. Truly understanding what the client wants, needs and expects rather than what we think they want or feel is an amazing product or solution, is crucial. Being in a position where your competition will be unable to match the unique human experience you offer your clients, is the key to keeping your clients.

Key Outcomes:

Duration – 3 days (4hrs per day)
Specialisation – Client Centricity, Presentation, Human Skills
Suitable for – Managers, Emerging Leaders, Senior Leaders, C-Suite

Many people fall into the mode of quick wins by using product and solution selling, which leads to short and medium term client relationships. To secure the high value long-term client accounts it requires a relationship selling for the new economy approach. Relationship selling is an advanced sales approach that involves establishing connections with high potential future clients, continually adding value, implementing a deep discovery process and creating clarity. To be able to develop deeply embedded trust with C-suite and key decision makers you need the golden triangle of insight, clarity and certainty.

Key Outcomes:

Duration – 3 days (4hrs per day)
Specialisation – Client Centricity, Presentation, Human Skills
Suitable for – Managers, Emerging Leaders, Senior Leaders, C-Suite

Without clients, a company doesn’t exist. The experience a client has with your company will determine whether they will engage in repeat business and refer you to other companies. Account management is a crucial element of many managers, directors and executives roles. Your employees will learn effective communication strategies to ensure the client journey from acquisition, to nurturing, and retention is engaging and appropriate. Being able to develop key relationships and understand important lenient touchpoints are an invaluable component of great client experience.

Key Outcomes:

Duration – 2 days (4hrs per day)
Specialisation – Client Centricity, Presentation, Human Skills
Suitable for – Managers, Emerging Leaders, Senior Leaders, C-Suite

Clients and prospects evaluate your company against your competitors. To ensure that your team, department or company stands out from other companies, the client needs to be at the core of company strategy and at the centre of every decision. Having a systematic approach is necessary to determine how you segment your high value clients and prospects through focusing on client lifetime value and to continually improve the client experience. As a leader it is important that there is a client centric culture that aligns strategies, technologies and processes to the client’s needs. A client solution mindset delivers superior experiences, greater efficiencies, enhanced innovation and increased long term profitability.

Key Outcomes:

Duration – 2 days (4hrs per day)
Specialisation – Leading Organisations, Client Centricity
Suitable for – Senior Leadership, C-Suite, Board Level

We can now connect, network and build relationships globally, instantly. But are they “real” relationships? People want to work with colleagues they know, like and trust. How do we do that online? We can humanise the digital tools at our disposal, in fact it is the next evolution. How can trust be built, mutual interests recognised, and human bonds formed without ever meeting an individual face-to-face? It’s time to learn how to maximise screen time to connect on a human level through a camera and text.

Key Outcomes:

Duration – 3hrs
Specialisation – Leading People, Team Dynamics, Client Centricity
Suitable for – All Employees

Every day we have conversations with colleagues, clients and prospects, but how often are they effective in reaching the outcome they desire? Employees will learn how to gain clarity on their intention of a conversation, understand what to say and how to say it, and the importance of being present. We teach your employees powerful questioning and listening skills to engage and connect at a deeper level. They will discover how to handle conflict and objections during conversations to ensure a positive outcome

Key Outcomes:

Duration – 3hrs
Specialisation – Human Skills, Client Centricity
Suitable for – All Employees

As leaders working on projects you are regularly negotiating time, finances, people, changing expectations and other priorities. Negotiating can be very challenging at times, especially when there are big differences in opinion, there has been a major crisis moment and you are under time pressure.

Effective negotiating requires the ability to influence your leaders, clients, team members and also yourself, internally. The negotiation dynamic involves understanding the relationships, leverage and position you have before you reach the negotiation table.

Learning powerful questioning, listening skills and observing human behaviours is crucial to influence strategy, build coalitions, address key issues and achieve desired outcomes,

The art of effective negotiation requires preparation, people skills and the power of silence. Knowing how to build trust, ask the right questions, focus on value and make it feel like their decision, are important steps to a successful negotiation. The Art of Negotiation requires discipline, patience and grit.

In this 4hr online program you will improve your ability to:

Key Outcomes:

Duration – 4hrs
Specialisation – Leading People, Client Centricity
Suitable for – All Employees

As your employees progress into senior manager, director and executive roles they are faced with closing larger deals. We will teach your employees how to close the big deals that matter. Effective planning, understanding the problem you are solving and focusing on your value proposition are fundamental to closing a deal. Being aware of who the decision makers are and how decisions are made in a company is crucial for successfully closing a deal. Having the conviction and certainty that their solution is the ideal option for the client ensures they are in the best position to close a deal.

Key Outcomes:

Duration – 3hrs
Specialisation – Presentation, Client Centricity
Suitable for – All Employees

Conflict occurs on a daily basis as people have different thoughts, perspectives and backgrounds when there are teams, contracts, partnerships and relationships involved. We have all been in situations where we have got the timing right or wrong when it comes to confronting conflict. It is very important to approach conflict resolution by focusing on behaviour and events, rather than personalities. Being able to assess the risk and reward of conflict resolution, acknowledge and respect differences, and create appropriate psychological safety helps to ensure conflict can be managed successfully.

Key Outcomes:

Duration – 3hrs
Specialisation – Leading People, Client Centricity
Suitable for – All Employees