Expanding Relationships with Existing Clients

Cordell M. Parvinhttp://www.cordellparvin.com

Michael Wickett

Jeffrey Gitomer

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How Do You Do It

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Know Your Client

Website/Online Research

Research the Client

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Know Your Client

Annual Report

Research the Client

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Know Your Client

Industry Publications

Research the Client

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Know Your Client

Competitors

Research the Client

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Know Your Client

Listen Carefully

Research the Client

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Build Confidence

Client Tour of Office

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Build Confidence

Go to Their Office

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Build Confidence

CLE and Other Training

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Build Confidence

Client Surveys

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Ask - Don’t Tell

Key = ask about their business problems, opportunities, and internal and external changes - listen, listen, listen for your opportunity to help

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What Clients Care About

Achieving Their Goals

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What Clients Want

Focus on Client Service

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Survey’s of General Counsel75% of Fortune 1000 clients not

satisfied - reasons

Poor Client Service

Cost Inefficiencies

What Clients Want

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Recent studies/surveys of corporate counsel

– Legal expertise is assumed– Focus on

• Industry, Company and Client Representative

• Responsiveness• Innovation

What Clients Want

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How to Begin? Ask

Are you ecstatic with service we are providing?

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How to Begin? Ask

What could we do better?

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How to Begin? Ask

What is going on in your business that we should know about?

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How to Begin? Ask

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Building rapport essential to building trust and long term relationships

Building Rapport

Our responsibility to understand client’s personality and communicate effectively

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Personality type

How they speak and receive information

Empathy

Three Aspects

Building Rapport

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Control

Emote

Ask Tell

AnalyticalUnder stress Avoid

DrivingUnder stress

Autocratic

AmiableUnder stress

Acquiesce

ExpressiveUnder stress

Attack

Building Rapport - Temperaments

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Visual Learners – ShowingAural Learners – TellingKinesthetic Learners - Experiencing

Building Rapport - Communication

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Building Rapport-Empathy

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Building Trust

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Components of Trust

TRUST = C + R + I S

C – CredibilityR – ReliabilityI – IntimacyS – Self-orientation

Building Trust

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Cross Educate

Target Market

Identify

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Cross Educate

Clients

Identify

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Cross Educate

Firm Clients

Identify

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Cross Educate

Potential Clients

Identify

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Cross Educate

Kind of Work

Identify

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Cross Educate

“Go To” areas

personal interest

Identify

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How to Win Trust

Trust Must Be Earned

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How to Win Trust

Grows Over Time

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How to Win Trust

Both Rational and Emotional

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How to Win Trust

Personal

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It Takes Time

Have Patience

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BUILDING TRUST

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Summary

Research the client and its market

Listen to the client’s needs, ask educated questions