In this Scenario:
- My client’s new general counsel doesn’t like us...
- Renewing contact with old contacts
- Asking for more work without appearing greedy or pushy
- We are on a panel, but there is no work coming our way...
- We are pigeon holed by the client...
- A deadly slow courtship... is it going anywhere?
- Broken bones can mend stronger – your approach can turn a negative client situation into a better relationship, if handled with real care.
Client relationship scenarios described by senior practitioners in professional service firms
The client is being sold...
Q “One of my main clients is being sold. I need to ‘get in’ with the new owners as soon as possible. What’s the best way to go about this?”
A
There is no right answer as circumstances will vary enormously but you have to put yourself
in the shoes of the new owner. To earn their trust and respect, you need to show demonstrate
early on that you are valuable to their business and have their best interests at heart.
What issues will immediately be affecting their business? Could you offer something like a
“Know your risks talk” specifically tailored to their business or industry? Could you offer
to introduce them to other clients/contacts in the sector who would be useful to them?
Rather than make direct approaches for work, look to provide useful support, information
and business opportunities. It is a fundamental human trait that you earn respect and
trust by demonstrating a genuine interest in others and this applies very much to
business relationships, particularly new ones.
Before meeting the new clients, do your homework on them and their previous businesses
and have prepared some thinking on current issues. You will want to establish their
future business goals and you may wish to say that you see your role as helping them
achieve their business targets hence the need to know these and understand them very clearly.
Where possible and appropriate at this early juncture, try also to establish
their personal agendas and interests. This moves you on a little
further in the overall relationship. Could you ask them to come and speak to your team
about their previous business experiences?
When talking about what you do, prepare to talk in terms of benefits to the client
of using you and your colleagues and in terms of results achieved for other clients
in the sector. Clients buy the benefits and results of the service.
Third parties who are able to speak highly of the results you have achieved for them
will certainly help accelerate the level of respect which the client has for you.
The trust will come from your personal demonstration of genuine interest in them and
their goals.