1 Best Practices in Engaging & Serving Employers Bruce Wahlgren WorkForce West Virginia Conference June 7 & 8, 2011

2 Keys to successfully engaging businesses Must know what businesses want Must speak their language Must be comfortable in our role

3 What businesses want... Save me time Save me money Make my life easier Improve my product/service

4 3 things to remember 1) Businesses don’t care what you can’t do, only what you can do

5 3 things to remember 2) People do business with people they know, like, and trust

6 3 things to remember 3) Goal is to have business customer think of you as a partner, rather than a vendor, or worse — a bureaucrat

7 Benefit Statements Features — describes attributes of product or service Benefits — how it will improve the customer’s life in some way End Results — a glimpse into the future

8 Job Seeker Case Management Know your labor market & community Establish relationship Identify needs/ask questions/assessments Match services with needs Develop plan with job seeker (IEP) Determine next steps Follow-up

9 Consultative Sales Process Prepare (research company, industry, labor market) Establish relationship Identify needs/ask questions Match services Present evidence and benefits Determine next steps Follow-up

10 Know your labor market & community Establish relationship Identify needs/ask questions/assessments Match services with needs Develop plan with job seeker (IEP) Determine next steps Follow-up Prepare (research company, industry, labor market) Establish relationship Identify needs/ask questions Match services Present evidence and benefits Determine next steps Follow-up Case managementConsultative sales

11 Action Planning List all services you provide –Business Services –Job Seeker Services Develop feature/benefit/end result statements for each Use that language with customers Review marketing materials- revise if necessary

12 Thank You! Bruce Wahlgren Maryland Institute for Workforce Excellence