Pleasing the Client 80% of opportunities come from existing clients – let’s maximise the opportunity! MODULE 9

9 With 80% of opportunities coming from existing clients, this module focuses on how to ensure you’re keeping your clients satisfied, and how to leverage that satisfaction to support your sales.

Pleasing the Client

“Most consulting firms get excited about winning new clients, yet winning a new project with an existing client just becomes expected and is seldom celebrated!” However, winning a new project with an existing client has much more to do with the successful delivery of your current engagement, and much less to do with your marketing activities. It’s also more likely to focus on your complimentary and recurring revenue services rather than your front-end signature service.

Make sure the client is happy! Project Reporting: Provide regular progress and update reports Make it interesting – consider reporting with infographics as quicker to produce and more engaging to consume Use statistics to demonstrate objectivity Review Meetings: Schedule regular meetings with the client Regular project review meetings – covering key events and milestone tracking Ensure alignment with the outputs defined in your proposal Surveys: Engage project stakeholders for wider feedback Use online surveys to seek feedback on the engagement experience Statistically analyse and promote on your website

Meet less formally Catch-ups: Schedule less formal catch-up over coffee Include existing clients in your Keep-In-Touch list Ensure the client knows about all the services that you offer Probe to see if there’s any referral opportunities Update your understanding of client problems

Maximise the marketing potential Write a case study Focus on the client problem, the outcome you delivered, and the transformation – how the client is now a different person/organisation Ask for a testimonial Keep a track of all the positive things that the client says to you Also keep a note of negatives that you have turned around Write the testimonial on behalf of your client, then ask them to review/edit Use it on your website and in your marketing materials Ask for a LinkedIn recommendation Utilise the testimonial above for the same purpose Reference the client on your website Update your website to show who you work with as this inherits brand power

Stay in touch Ensure the client is on your KIT list Focus on the client problem, the outcome you delivered, and the transformation – how the client is now a different person/organisation Add the client to your email list Keep a track of all the positive things that the client says to you Also keep a note of negatives that you have turned around Write the testimonial on behalf of your client, then ask them to review/edit Use it on your website and in your marketing materials Reach out personally and share valuable stuff If you come across something of value – an article or some such – email the client about it. It shows you are thinking of them.

Define your measurements Complete the following task: 9.1 Add your existing clients to your KIT list and determine when to next get in touch; define a regular schedule 9.2 Create an online survey assessing you and your team's performance and send to previous clients