1. Proactive Account Management December 8th, 2017
Welcome – we’ll be starting soon!
Proactive Account Management
December 8th, 2017

2. Proactive Account Management December 8th, 2017

3. Poll

4. What’s the most common request I hear from my clients
What’s the most common request I hear from my clients? Every single one of them has this request.

5. Satisfaction vs. Success

6. Goal: Turn Satisfaction into Success
Reactive / Responsive
Short Term Perspective
Maintaining the Business
Departmental
Proactive / Strategic
Long Term Perspective
Growing more Business
Cross-Team Value

8. Agenda Prioritize Spotting Clues to Problems Vision Meetings
Ongoing Nurturing
Elevate your Relationships
Lesson Plan

9. Prioritize

11. Where is your Normandy?

12. Define Your Normandy Category Descriptors Tier 1 $500k / year sales
Reference site
Cultural fit
Tier 2
$100k / year sales
Referral source
Everyone Else

13. Define Your Normandy Category Descriptors Tier 1 $500k / year sales
Reference site
Cultural fit
Tier 2
$100k / year sales
Referral source
Everyone Else

14. Define Your Normandy Category Descriptors Tier 1 $500k / year sales
Reference site
Cultural fit
Tier 2
$100k / year sales
Referral source
Everyone Else
Listed as a customer of yours, but not Tier 1 or Tier 2

15. Define Your Normandy Category Descriptors Tier 1 $500k / year sales
Reference site
Cultural fit
Tier 2
$100k / year sales
Referral source
Everyone Else
Listed as a customer of yours, but not Tier 1 or Tier 2

16. Focus on Tier 1 and Tier 2 Category Descriptors General Plan / Routine
$500k / year sales
Reference site
Cultural fit
Annual Vision Meetings
Quarterly review meetings
Weekly personal visits
Trade show and event “eyes”
VIP Premium list to all events
Tier 2
$100k / year sales
Referral source
Annual Vision Meeting
Quarterly personal visits
VIP Tier 2 list to all events

17. Focus on Tier 1 and Tier 2 Category Descriptors General Plan / Routine
$500k / year sales
Reference site
Cultural fit
Annual Vision Meetings
Quarterly review meetings
Weekly recurring personal visits
Trade show and event “eyes”
VIP Premium list to all events
Tier 2
$100k / year sales
Referral source
Annual Vision Meeting
Quarterly personal visits
VIP Tier 2 list to all events

18. Focus on Tier 1 and Tier 2 Category Descriptors General Plan / Routine
$500k / year sales
Reference site
Cultural fit
Annual Vision Meetings
Quarterly review meetings
Weekly recurring personal visits
Trade show and event “eyes”
VIP Premium list to all events
Tier 2
$100k / year sales
Referral source
Annual Vision Meeting
Quarterly personal visits
VIP Tier 2 list to all events

19. What about everyone else?

20. Not this…
Stop calling me. You’re not a Tier 1 or Tier 2 Customer. Leave me alone!!!

21. Everyone Else Reactive and 100% responsive.
Not proactive or strategic.
Delegate as much as possible.

22. Category Descriptors General Plan / Routine Tier 1 $500k / year sales
Reference site
Cultural fit
Annual Vision Meetings
Quarterly review meetings
Weekly personal visits
Trade show and event “eyes”
VIP Premium list to all events
Tier 2
$100k / year sales
Referral source
Annual Vision Meeting
Quarterly personal visits
VIP Tier 2 list to all events

23. Spotting Clues to Problems

24. Yeah … that never happens.
Get ready to take some notes. I’m going to tell you every problem we have so you can create a solution at a high gross profit margin.
Yeah … that never happens.

25. To find problems, we have to …

26. … look for clues.

27. What are some examples of clues?

28. IT Complaining about Security Security complaining about IT
End-Users complaining about system
Current customer that you know has let their SSA lapse
Any negative remark about guards
Recent inquiries about outsourcing part of all IT duties
Any mention of chaos because of various sites
Someone traveling any amount between sites
Mention of server space being limited
Repeatable service calls
Questions about terms or extending payments on current work
Uptick in crime in the area

29. What the great ones do…

31. How?

32. Poll IT Complaining about Security Security complaining about IT
End-Users complaining about system
Current customer that you know has let their SSA lapse
Any negative remark about guards
Recent inquiries about outsourcing part of all IT duties
Any mention of chaos because of various sites
Someone traveling any amount between sites
Mention of server space being limited
Repeatable service calls
Questions about terms or extending payments on current work
Uptick in crime in the area
Poll

33. What is the best way to anticipate clues?
IT Complaining about Security
Security complaining about IT
End-Users complaining about system
Current customer that you know has let their SSA lapse
Any negative remark about guards
Recent inquiries about outsourcing part of all IT duties
Any mention of chaos because of various sites
Someone traveling any amount between sites
Mention of server space being limited
Repeatable service calls
Questions about terms or extending payments on current work
Uptick in crime in the area
What is the best way to anticipate clues?

34. … by making really good guesses.
IT Complaining about Security
Security complaining about IT
End-Users complaining about system
Current customer that you know has let their SSA lapse
Any negative remark about guards
Recent inquiries about outsourcing part of all IT duties
Any mention of chaos because of various sites
Someone traveling any amount between sites
Mention of server space being limited
Repeatable service calls
Questions about terms or extending payments on current work
Uptick in crime in the area
… by making really good guesses.

35. Vision Meetings

36. Vision Meetings
Start with your report on them: analysis, suggestions for near term and long term, industry data.
Update / refresher on your capabilities.

37. Remote Video Monitoring Test and Inspect Services
Vision Meetings
Access Control
Video
Intrusion Detection
Visitor Management
Intercom
Remote Video Monitoring
Managed Services
Design & Engineering
Fire Systems
Test and Inspect Services

38. Remote Video Monitoring Test and Inspect Services
Vision Meetings
Access Control
Video
Intrusion Detection
Visitor Management
Intercom
Remote Video Monitoring
Managed Services
Design & Engineering
Fire Systems
Test and Inspect Services

39. Remote Video Monitoring Test and Inspect Services
Vision Meetings
Access Control
Video
Intrusion Detection
Visitor Management
Intercom
Remote Video Monitoring
Managed Services
Design & Engineering
Fire Systems
Test and Inspect Services

40. Vision Meetings
Start with your report on them: analysis, suggestions for near term and long term, industry data.
Update / refresher on your capabilities.
Discuss their three-year vision, and longer.
“How are we doing?” is the last agenda item.
No PowerPoint.

41. Ongoing Nurturing

42. Ongoing Nurturing Use your task tool – never miss a deadline.
Schedule Personal Touches.
Follow and support socially.
Random texts / tweets / s.

43. Elevate Your Relationships

44. Elevate Your Relationship
What is the best way to elevate your relationships with your accounts?

45. Elevate Your Relationship
Ask for help.

46. Elevate Your Relationships
Ask for referrals.
Make your top tier accounts your advisers.
Loose advisory council
Subcontractor Evaluations
Product / Technology Decisions
Sales Personnel

47. Lesson Plan

48. PLEASE NOTE:
Progress on Academy is happening and will be available to you in January.

49. Questions and Discussion Chris Peterson cpeterson@vectorfirm.com