1. Outstanding Client Relationships Sample/Excerpt Barbara Kay, MA, LPC, RCC www.barbarakaycoaching.com

2. Outstanding Client Relationships - Summary: Recent studies show that advisor connection & relationship skills are critical to reaching new prospects and retaining loyal clients. This presentation focuses on the psychology of relational style and how to maximize effectiveness in building a great client experience. Learn: How to maximize natural relational strengths How to minimize relational pitfalls How to read clients in 2 minutes How to give each client outstanding connection Barbara Kay, MA, LPC, RCC Presentation Time: The duration of this presentation can be adapted to accommodate the event within a range of 45 – 90 minutes. www.barbarakaycoaching.com Copyright © 2012 No portion of this presentation material may be copied or distributed in any form without written permission by Barbara Kay.

3. www.barbarakaycoaching.com The Psychology of Relational Style “Diplomacy is the art of letting someone have your way. ” Daniele Vare, Italian Diplomat “If you don’t have a plan you’ll be part of someone else’s.” American Proverb

4. www.barbarakaycoaching.com The Power of Relational Style Affluent Client Survey: 87% of clients interviewed a number of advisors #1 deciding factor for retaining an advisor Relationship skill of the advisor P.S. Tied for last place: “returns” & “similar clients to me”

5. www.barbarakaycoaching.com SpontaneousMethodical The Psychology of Relational Style

6. www.barbarakaycoaching.com Tasks People The Psychology of Relational Style

7. Impact with Clients Why we just don’t click with some people:  Styles that “click” & why  Styles that “annoy” & why www.barbarakaycoaching.com

8. Impact with Clients How to Maximize Strengths  What to do  When  With Whom  Why www.barbarakaycoaching.com

9. Impact with Clients How to Minimize Friction  What to do  When  With Whom  Why www.barbarakaycoaching.com

10. Hidden Undercurrents What you don’t know can hurt you Negative triggers to avoid Positive motivators to activate

11. www.barbarakaycoaching.com 3 Steps to Outstanding Relationships 1.Uncover client style (2 minute measure) 2.Match client style 3.Speak to the hidden agenda

12. www.barbarakaycoaching.com Personal Application To Match Style for Client _________ My speed & non-verbal's should be: My ideal focus will be on: I need to avoid:

13. Additional Resources Assessments (individual & group) Coaching (individual & group) Team-Development Speaking/Workshops Topics: Productivity Team Time Change Client Relationship Leadership www.barbarakaycoaching.com