Why Training in BD and Client Management Doesn’t Work Unless you Have Well Trained Leaders
03/08/22 • 14 min
1 Listener
Business development and client relation management is part of a trinity with leadership and management. That's the glue that holds organisations together that Gary will be discussing this week on Work Winning Ways. Find out why training in business development and client management doesn't work unless you have well trained leaders.
KEY TAKEAWAYS
- People aren't prepared to say within an organisation where either they're fearful about what is required of them or that they're not heard. Businesses need to have psychological safety to retain good team members. You should have an environment that encourages people's ideas to be listened to and given due consideration.
- The introverts among us are happy to not contribute, despite possibly having some good ideas in their heads. A good leader would be able to get those ideas out of those people and encourage thinking diversity.
- The SCARF Model was developed in 2008 by David Rock, in his paper "SCARF: A Brain-Based Model for Collaborating With and Influencing Others." SCARF stands for the five key "domains" that influence our behaviour in social situations. These are:
- Status – our relative importance to others.
- Certainty – our ability to predict the future.
- Autonomy – our sense of control over events.
- Relatedness – how safe we feel with others.
- Fairness – how fair we perceive the exchanges between people to be.
BEST MOMENTS
‘The client is at the heart of everything we do'
‘There are a lot of people at a junior level who can contribute to how things develop but aren't given a platform'
EPISODE RESOURCES
David Rock - The SCARF Model
Amy Edmonson - The Fearless Organisation
ABOUT THE HOST
Gary Williams has been in sales and marketing his entire career. The past 10 years have been dedicated to helping technically minded non-salespeople become skilled and confident in selling themselves and their services.
http://linkedin.com/in/garyquestas
https://www.questas.co.uk
Instagram: @bdcoachinghub
This show was brought to you by Progressive Media
Hosted on Acast. See acast.com/privacy for more information.
Business development and client relation management is part of a trinity with leadership and management. That's the glue that holds organisations together that Gary will be discussing this week on Work Winning Ways. Find out why training in business development and client management doesn't work unless you have well trained leaders.
KEY TAKEAWAYS
- People aren't prepared to say within an organisation where either they're fearful about what is required of them or that they're not heard. Businesses need to have psychological safety to retain good team members. You should have an environment that encourages people's ideas to be listened to and given due consideration.
- The introverts among us are happy to not contribute, despite possibly having some good ideas in their heads. A good leader would be able to get those ideas out of those people and encourage thinking diversity.
- The SCARF Model was developed in 2008 by David Rock, in his paper "SCARF: A Brain-Based Model for Collaborating With and Influencing Others." SCARF stands for the five key "domains" that influence our behaviour in social situations. These are:
- Status – our relative importance to others.
- Certainty – our ability to predict the future.
- Autonomy – our sense of control over events.
- Relatedness – how safe we feel with others.
- Fairness – how fair we perceive the exchanges between people to be.
BEST MOMENTS
‘The client is at the heart of everything we do'
‘There are a lot of people at a junior level who can contribute to how things develop but aren't given a platform'
EPISODE RESOURCES
David Rock - The SCARF Model
Amy Edmonson - The Fearless Organisation
ABOUT THE HOST
Gary Williams has been in sales and marketing his entire career. The past 10 years have been dedicated to helping technically minded non-salespeople become skilled and confident in selling themselves and their services.
http://linkedin.com/in/garyquestas
https://www.questas.co.uk
Instagram: @bdcoachinghub
This show was brought to you by Progressive Media
Hosted on Acast. See acast.com/privacy for more information.
Previous Episode
The RIGHT Way to Win and Maintain Clients With Frank Lippert
I am very pleased to speak to Frank Lippert - one half of the PSM (Professional Services Marketing) Podcast. Frank is based in Sacramento California and in our discussion we were looking for the differences in marketing and business development between the UK and US. So far, it seems that there really aren't too many differences but Frank speaks very eloquently about the RIGHT way to do business and how to win and maintain clients. There are some interesting differences depending on which state you're in but by and large, we agreed that being genuine, caring and curious are your best friends in work winning!
KEY TAKEAWAYS
- There is a problem with the lack of talent coming through the pipeline in the professional services space. There is especially a gap of people with between 5 and 20 years experience.
- All the magic in marketing actually happens in delivering the project in the mannar the client wants. How did you make the client feel while working together? The word of mouth you receive from doing that is better than any marketing you can do yourself.
- What differentiates you from your competitors is the experience that your customers can have with you on a consistent basis. If you have that then you'll have the edge in the market.
- You will find different ways of doing business all over the world, but you also find different ways of doing business within the same country. For example In the Southern United States, there's going to be some chat and conversation before the business talk, whereas in other places, if the meeting starts at 11am, then you start talking business at 11am.
BEST MOMENTS
‘Often the biggest client, isn't the most profitable one'
‘If you deliver the project well, your clients will talk about it, that's the marketing'
‘Meetings with clients are a bit like a first date'
EPISODE RESOURCES
ABOUT THE HOST
Gary Williams has been in sales and marketing his entire career. The past 10 years have been dedicated to helping technically minded non-salespeople become skilled and confident in selling themselves and their services.
http://linkedin.com/in/garyquestas
https://www.questas.co.uk
Instagram: @bdcoachinghub
This show was brought to you by Progressive Media
Hosted on Acast. See acast.com/privacy for more information.
Next Episode
Difficult Client Conversations
This episode looks at the inevitability of difficult conversations happening with clients and how we manage them so as not to damage (and even improve) relationships. In this episode, Gary has an EASY chat with his Questas colleague Paul Brady about what to do when the temperature rises in conversations and how we dissipate the heat. As ever there's plenty of practical tools and ideas for you to use in your next difficult conversation!
KEY TAKEAWAYS
- Difficult conversations with clients can come about for two reasons. It could be the rational, such as scope creep, delivering bad news, a negotiation around finance, team issues. Those sorts of things are fairly typical and make sense for it being a difficult conversation with a client. Then it could be a more personal or irrational reason less based around work.
- There are three triggers that can be the cause of the irrational difficult conversations. These three triggers are, truth, relationship, and identity.
- When you notice that someone has been triggered, your aim is to dissipate the heat. Allow people to vent and don't interrupt, let them get it off their chest. Then you have to reflect back to them what their concerns are, without putting your own inflection on it. It's not agreeing, just acknowledging that you have understood and heard them.
- If you can deal with the three E's, explanation, expectation, and engagement, then you will be able to manage a difficult client conversation much better.
- Having the right conversations pre project can help reduce the number of difficult conversations in the future. That in itself can be a difficult conversation but one to reduce any future ones.
- Depersonalise things, it's not about the people, it's the situation.
BEST MOMENTS
‘It's inevitable that there will be difficult client conversations, but you need to manage them and mitigate the impact'
‘Things always go wrong and we always remain surprised'
‘Great meetings are build upon rapport rather than negotiation'
‘Once we've got the heat out, we're back in rational conversation land'
‘You can be a sponge but you can't be a punchbag'
EPISODE RESOURCES
questas.co.uk/difficult-client-conversations
ABOUT THE HOST
Gary Williams has been in sales and marketing his entire career. The past 10 years have been dedicated to helping technically minded non-salespeople become skilled and confident in selling themselves and their services.
http://linkedin.com/in/garyquestas
https://www.questas.co.uk
Instagram: @bdcoachinghub
This show was brought to you by Progressive Media
Hosted on Acast. See acast.com/privacy for more information.
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