Did you know that repeat customers, on average spend 67% more than new customers?
If you need to manage clients on an ongoing basis and have a challenge around:
- Coping with project change;
- Value based pricing;
- Selling on value rather than time or fixed priced projects;
- Ensure all staff are able to have value-based conversations;
- Retaining and growing clients;
- Having difficult conversations and giving challenging feedback;
Then this course is a must for you!
It covers everything you need to know from the role of the account/client manager to how to put plans together, managing challenging clients and having difficult conversations. What to do about ‘scope creep’ and how to stop overservicing.
As well as my insight and experience, you will also get access to tools and templates to help you effectively manage clients – resulting in longer term relationships and growing revenues.
By the end of the course you will:
- Confidently manage clients in all situations
- Better understand your customers to ensure a great relationship
- Manage changes to requirements without the need to over service
- Learn how to politely but firmly push back on clients and say NO when necessary
- Understand the importance of time recording, capacity management and project management tools
- Present yourself in front of your peers and clients with confidence
- Learn Active Listening skills
I developed this course because of demand from my clients and public courses I deliver. I wanted to be able to share my 20+ year’s of experience with a wider audience at a cost effective price.
When Frank met Rob
Our agency has a very specific growth target for the next three years. We engaged Rob to help us break down our target into manageable monthly actions, to sharpen our competitive edge and to crack the whip so that we remain accountable. It's still early days but already the sessions that Rob has chaired have yielded positive outcomes - most importantly an engaged management team who are focused on delivering a series of tasks towards fulfilling our quarterly targets and annual goal.
Changed my life!
I founded my business on my own and after 6 years of extremely hard work for very slow growth (3 people), things had stagnated. I needed to work out a way to either make my company work or get out. Rob helped me think through what I wanted and how to get there. It was great to have someone who has been in a similar situation to talk to about these issues. We have since been able to grow and recruit more people. We are now very profitable and thriving, I cannot recommend Rob highly enough and could not possibly manage without him.
A plan with focus
As a self-employed dentist running a business is an additional challenge over above the clinical work. Rob was able to help us develop focus, vision and learn how to develop the management team and the art of delegation. As a small business owner himself, he really understood all of the challenges we faced and helped us work through them.
Defining my USP
As an established independent consultant, I was starting to get a seven-year itch. I wanted a clearer idea of where I was taking my business and I was struggling to articulate a vision for myself. That's when I came to Rob. He was invaluable. He made me consider my options and explore each in detail. It quickly became apparent which I was most passionate about. From there, he helped me clarify it in a meaningful way - so it would motivate my target market, and so it would be profitable. My new proposition has been a huge success and has led to fascinating new work with new clients. Rob has been a big part of making this happen.
Lesson 1: Account management introduction
The role of a client/account manager
Lesson 2: What is the role of a client or account manager?
Lesson 3: The key to great client management and customer service
Lesson 4: Understanding your customers
Lesson 5: Step by step guide to creating your customer personas
Lesson 6: How to use your customer personas
Lesson 7: Creating accountability with clients
Managing client expectations and delivery levels
Lesson 8: How to stop over servicing
Lesson 9: The difference between a 'standard' service and an 'extra'
Lesson 10: How your customer evaluates your service levels
Lesson 11: How to say no to client
Lesson 12: Dealing with project change and cost
Value Pricing and Value Selling
Lesson 13: Selling on value not time
Lesson 14: Value Pricing & Value Selling
Handling difficult situations
Lesson 14: Empathy v sympathy
Lesson 15: 8 steps to dealing with difficult customers
Lesson 16: Giving difficult feedback
Systems and tools to support client management
Lesson 17: The importance of time recording and capacity planning
Lesson 18: Tools to aid communications with clients
Lesson 19: Getting referrals and testimonials
Lesson 20: Seeing the bigger picture - operating in context
Lesson 21: Running effective meetings with clients
Lesson 22: Creating project plans
Lesson 23: Growing existing client accounts - Account Development Planning
Presenting yourself as a peer
Lesson 24: The secrets to presenting with confidence
Lesson 25: Improving understanding with clients
Lesson 26: Being heard
Lesson 27: Active Listening
Lesson 28: Congratulations you are now equipped to effectively manage your clients!
When does the course start and finish?
The course starts now and never ends! It is a completely self-paced online course - you decide when you start and when you finish.
What if I have a question about the course?
Drop Rob an email and he will get back to you within 24 hours. You can email him at [email protected]
How long do I have access to the course?
How does lifetime access sound? After enrolling, you have unlimited access to this course for as long as you like - across any and all devices you own.
What if I am unhappy with the course?
We would never want you to be unhappy! If you are unsatisfied with your purchase, contact us in the first 30 days and we will give you a full refund.