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

2. 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.

3. Pleasing the Client

4. “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.

5. 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

6. 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

7. 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

8. 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 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 – the client about it. It shows you are thinking of them.

9. 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