Key Client Management


Nothing wins like success: Making meaningful client relationships.

Nothing wins like success: Making meaningful client relationships.

Create Convert Retain with Gary Williams.

The Questas Podcast: Episode Two

In conversation with Ed McCann. Nothing wins like success, making more meaningful client relationships and surviving the pandemic.

 

ABOUT THE GUEST

In this episode, Gary speaks to Ed McCann, a Director at Expedition Engineering and the current President (Elect) of the Institute of Civil Engineers.

Ed initially joined Expedition Engineering in 2002 where he has been the Project Director for many projects including the multi award winning Infinity Bridge and the Olympic 2012 Velodrome. Ed was instrumental in the growth and development of Expedition from a “back bedroom start-up” to Building Magazine’s Engineering Consultant of the Year in 2012.

In 2009, Ed co-founded the Useful Simple Trust and gifted his shareholding in Expedition to the Trust for the benefit of the employees. In this episode, Gary and Ed discuss Ed’s take on client management, the impact of lockdowns (not all negative!) and his view of the industry.

KEY TAKEAWAYS

  • The pandemic has created many challenges for many people and businesses alike. Ed and his company thankfully found it quite simple and easy to switch everything on the client management side online. In a lot of instances, it was easier to arrange ongoing client relationships. They could touch bases more frequently and more meaningfully.
  • Technology means that having a physical office for a business is optional. This has been the case for a few years but one the big impacts of the pandemic is that it has sped this process up a lot; many people are happy and comfortable working remotely now. Ed and his teams have been able to problem solve many of challenges with working remotely and are in no rush to get back to the office. There are certainly a lot of positives to working in this way!
  • Ed and his company focus on staying small. This is because they value the level of service they can give to clients as a small operation. They don’t want to lose any of this speciality by growing too big.
  • The industries that Ed is in can sometimes have a bit of a regressive view in terms of client management, especially in regards to how business is conducted outside of the office. This can have an impact on gender diversity for those working in the industries. However, Ed has found that the clients he works with couldn’t be further from this, they aren’t interested in ‘boozy nights’ etc and it’s this that allows a lot more gender diversity in his team; the women he works with feel respected and valued.

BEST MOMENTS

“90+% of your activities are about maintaining client relationships not about new relationships”

“The office is an option”

“Nothing wins like success”

“Sometimes it’s about chemistry not capability”

VALUABLE RESOURCES

3 Essential business development tips for professional & engineering firms post-pandemic

Questas Guide to Client Account Planning

LISTEN TO MORE EPISODES

Subscribe here to Create, Convert, Retain on Apple Podcasts

Being human, the art of client relationship management

Being human, the art of client relationship management

Create, Convert, Retain with Gary Williams.

The Questas Podcast: Episode One

The new Questas podcast with Gary Williams and guests is for engineering and professional services organisations with the aim of providing strategies and tactics to unlock your people’s hidden ‘selling’ potential. Professional selling and client relationship management skills to win more of the right work from the right clients.

In this first episode, Gary is joined by Terence Ritchie, a Partner at EMW Law. Terence is a real estate lawyer who knows that relationships and delivering a great client experience are the keys to winning and keeping clients in a very busy market. Their conversation covers a number of areas including;

  • The impact of the pandemic on client relationships and business development
  • What it takes for (very) reluctant sellers to get motivated
  • How Terence sees the future of client selling

Listen here for a genuine episode where Gary and Terence talk openly about their unique perspectives, ideas and challenges.

KEY TAKEAWAYS

  • The multiple lockdowns and restrictions the pandemic imposed created a unique set of challenges for each sector and each business. Terence found he and his company had to adapt how they dealt with clients and especially in regards to sales and communication. It resulted in them learning to support clients in new ways by building stronger client relationships. This was achieved through bespoke support and ultimately more value for their clients.
  • It can be such an eye opener to clients to see the people working for them, especially in a sector such as law, as someone other than what they ‘do’ for them formally. By creating a different dynamic with clients, Terence was able to gain trust and rapport in new ways. The feedback he and the company received from their clients was extremely positive because clients started to see them as individuals and people not just as their lawyers.
  • Lockdowns have suited some people, particularly those who enjoy working from home or have an introverted personality. However many extroverts will have struggled with energy levels as they haven’t been able to interact with people in the usual ways. Lockdowns have also meant you do not get the same ‘water cooler moments’ which are not just a way for employees to build relationships with clients but are also often a unique way problems get solved and ideas get created.
  • Mental health in the workplace is still a difficult thing to get right. The important thing is often looking out for signs that someone might need a bit of help, support or simply just a chat. One of the overlooked challenges with the pandemic is not having the opportunity to see and notice when others are struggling.

BEST MOMENTS

“When you are in a client facing role, you assume you are going to have the ability to see clients”

“That’s humanised a lot of what we do and that’s a good thing”

“You almost have to manufacture a reason to talk to a colleague”

VALUABLE RESOURCES

Client Relationship Management: Find out what the most effective attributes are to being a Key Client Manager

ABOUT THE GUEST

Terence Ritchie – Partner EMW Law

LISTEN TO MORE EPISODES

Subscribe here to Create, Convert, Retain on Apple Podcasts

Webinar: Managing and maintaining client relationships in a virtual world

Webinar: Managing and maintaining client relationships in a virtual world

Webinar: Managing and maintaining client relationships in a virtual world

FREE Live Webinar

Managing and maintaining client relationships in a virtual world

Friday 24th April 2020 – 12:00 until 13:00

 

Who is it for?

A practical and engaging free live webinar aimed at professionals that work in the natural and built environment.

This is for YOU if you are tasked with maintaining client relationships during the lockdown period and beyond.

REGISTRATION EXPIRED. Please get in touch if you would like to organise your own training. 

What will we cover?

  1. Everything has changed… or has it?
  • The principles or client management
  • Being a Trusted Advisor
  • Understanding your clients ‘new normal’
  • How can you add value
  1. Sharing views from clients, consultants and each other.
  2. How to strengthen relationships at this time.
    Practical advice on how to use empathy and structure the conversation.

Register here for live webinar on managing client relationships

 

Our training is bespoke to each client – see our approach and how we can help your business grow.

Two experts engineers in protective helmets and fluorescent vests showing the construction site and building activities after the successful project phase.

Cross-Selling e-learning

Our free e-Learning module for Cross-Selling (no selling required) is an interactive introduction to best practice.

This informative and well-presented 30-minute course is certified for Continuous Professional Development (CPD).

Start now

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Practise, practise, practise to build new habits!

Practise, practise, practise to build new habits!

How to turn workplace learning into sustainable, positive habits. Commissioned by The Training Journal March 2021 An organisation’s ability to learn – and translate that learning into action rapidly – is the ultimate competitive...

Difficult Client Conversations

Difficult Client Conversations

Difficult Client Conversations Questas face to face classroom training icon Live virtual classroom 

Productive communication is built upon rapport, not necessarily upon agreement.  By looking at the psychology behind difficult client conversations, we take a practical approach to helping you manage ‘disagreement without being disagreeable’.

Course overview

It’s inevitable that conversations with clients aren’t always to deliver good news: explaining that a project is not going to be on time or on budget; pushing back on a client who is stretching the boundaries of the contract; or dealing with internal stakeholders who are not meeting expectations. This course will give you valuable tools to manage these difficult situations with skill and conviction.

Who’s it for?

Client-facing individuals, project managers and those who find themselves in awkward situations with clients.

Course format

Questas face to face classroom training iconFace to face: The course is normally run as a half-day workshop with around 12 people. We create real scenarios (common to our client’s world) to give delegates the opportunity to put theory to the test in simulated difficult conversations.

Live virtual classroomLive Virtual Classroom: Usually a 2 hour session developing an understanding of what triggers clients and how to take the heat out of conversations. Will involve an opportunity to practice the key skills.

Outcomes

This professional development will bring improved confidence and skills. Delegates will have a framework and structure for these types of conversation and the ability to protect the client relationship whilst dealing assertively with clients’ sometimes unreasonable demands.

Questas Client Account Planning Download cover

Download our Free Guide

Account Management Training Designed for the Professional and Engineering Services

Get it now

 

Content Outline

  • 3E model for structuring difficult conversations: Explanation, Expectations, Engagement
  • Taking the tension out of a heated conversation
  • Recognising different styles and countering them

Need this course?

Email hello@questas.co.uk or click the button below to get in touch.

Questas is based in London, and travels internationally to deliver training.

If desired we can help you design and/or organise your own training courses tailored to your team. 

Drop us a line

From our blog

Six ways to use EQ – or emotional intelligence – to win more work

In this RICS article, Gary Williams of Questas, discusses EQ, or Emotional Intelligence, and how it can help you get the edge over your competitors.

Read more

Everything is negotiable

Whether or not the negotiation is easy is another matter, but the first step is always communication. Our Negotiation Skills course provides the tools and tips to help you find a position of mutual acceptance with your clients (and colleagues!)

New business comes from people

Delivering projects well is a first step in developing further opportunities, but it’s not enough! We need to be proactive in building relationships, understanding our clients and their objectives, and positioning ourselves as trusted advisers. Our Client Relationship Skills course provides tools and skills that will strenthen and broaden client relationships.

Free consultation

Have questions for us? Get your team started today and gain a new competitive advantage.

CONTACT US

Cross-selling skills

Cross-selling skills

Cross Selling Skills Questas face to face classroom training icon Live virtual classroom Questas e-learning icon

There has to be added value for the client to buy additional services from you. If they already buy that second service from an alternative provider, you must clearly ’sell’ the benefit of them buying both services from you.

Course overview

By recognising your own company’s wider business capabilities this course allows you to explore more opportunity to offer these services into your clients.

There are many reasons why cross selling is harder than we think it should be. Our research has shown the same barriers exist in many organisations. We shine the light on each of these and offer solutions as to how to overcome them.

Who’s it for?

Anyone responsible for retaining and building upon existing client relationships, whether to uncover new opportunities or deliver existing projects. This course aligns well with ‘Client Relationship Skills’.

Course format

Questas face to face classroom training iconFace to face: A half-day workshop for up to 12 people. Based on research, this is highly practical session where we design scenarios for participants to practice.

Questas e-learning iconE-learning: A 30 minute ‘plug and play’ course designed for those new to cross-selling.

Live virtual classroomLive Virtual Classroom: A 2 hr practical workshop covering the dos and don’ts of cross selling along with an opportunity to uncover the cross-selling opportunities in a case study.

Outcomes

Participants will be able to adopt a more strategic approach to addressing clients’ requirements. Delegates will be equipped to look for ways to help their clients grow while offering opportunities to win work for their own business.

Need this course?

Email hello@questas.co.uk or click the button below to get in touch.

Questas is based in London, and travels internationally to deliver training.

If desired we can help you design and/or organise your own training courses tailored to your team.

 

Drop us a line

CPD Certified by the CPD Certification Service Cross-Selling e-Learning

Our free e-Learning module is an interactive introduction to best practice.
Questas Cross Selling

Start now

 

Content Outline

  • Identifying the opportunity
  • Understanding the barriers to Cross Selling and overcoming them
  • Understanding your wider business capabilities
  • Building trust
  • Managing internal communication
  • Developing your selling skills

From our blog

Discover five ways to create a cross-selling culture to achieve growth

Gary Williams explains why professional services firms need to embed a cross-selling culture to achieve smart growth at low cost.

Read more

Be your clients’ trusted advisor

Doing an excellent job is a first step to winning more work, but it’s not enough. We need to be proactive in building relationships, understanding our clients and their objectives, and positioning ourselves as trusted advisers. Our Client Relationship Skills course provides tools and skills that will strenthen and broaden client relationships.

Do you dread negotiations?

Negotations are often seen in terms of winners and losers, but this approach is likely put us on the back foot. Actually the first step to successful negoation is always communication to help both parties feel like winners. Our Negotiation Skills course provides the tools and tips to help you find a position of mutual acceptance with your clients (and colleagues).

Free consultation

Have questions for us? Get your team started today and gain a new competitive advantage.

CONTACT US

Client Relationship Skills

Client Relationship Skills

Client Relationship Skills Questas face to face classroom training icon

Delivering projects well is the first step in developing further opportunities, but it’s not enough. We need to be proactive in building relationships, understanding our clients and their objectives, and positioning ourselves as trusted advisers.

Course overview

Adapted from our popular ‘Selling Skills’ training, this course is focused on client retention and introduces the tools and skills required to strengthen and broaden client relationships. Participants will practice different tasks in role-play scenarios.

Who’s it for?

Anyone who has a responsibility for retaining and building upon existing client relationships, whether to uncover new opportunities or deliver existing projects.

Course format

Questas face to face classroom training iconAimed at developing long-term client relationships, this is a a practical full day workshop ideally aimed at groups of 12 participants.

Outcomes

Participants will find they are in a better position to assess and build on client relationships. They will learn:

  • to recognise what works with different personality types
  • to develop loyalty
  • and to become a trusted advisor.

They will become more confident to progress face-to-face conversations that will lead to a greater number of business development opportunities.

Questas Client Account Planning Download cover

Download our Free Guide

Account Management Training Designed for the Professional and Engineering Services

Get it now

 

Content Outline

  • Planning client relationship activity
  • Relationship mapping
  • Really understanding your client
  • Client personality types
  • Becoming and staying the ‘Trusted Adviser’
  • Client conversations skills (Listening, Questioning)

Need this course?

Email hello@questas.co.uk or click the button below to get in touch.

Questas is based in London, and travels internationally to deliver training.

If desired we can help you design and/or organise your own training courses tailored to your team.

Drop us a line

From our blog

Six ways to use EQ – or emotional intelligence – to win more work

In this RICS article, Gary Williams of Questas, discusses EQ, or Emotional Intelligence, and how it can help you get the edge over your competitors.

Read more

Two experts engineers in protective helmets and fluorescent vests showing the construction site and building activities after the successful project phase.

Cross-Selling e-learning

Our free e-Learning module for Cross-Selling (no selling required) is an interactive introduction to best practice.

This informative and well-presented 30-minute course is certified for Continuous Professional Development (CPD).

Start now

Free consultation

Have questions for us? Get your team started today and gain a new competitive advantage.

CONTACT US

Get in touch