CL.A.R.I.T.Y. Gets You New Customers
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Transcript of CL.A.R.I.T.Y. Gets You New Customers
Leading Like Your Life Depended
On ItA PM Leadership Series
*B O N U S P R E S E N T A T I O N*
CL.A.R.I.T.Y. GETS YOU NEW CUSTOMERS
Chris Daniel, PMP
February 3, 2011
What Qualifies Me?
• I BUILD LEADERS IN ORGANIZATIONS.
• PMP, Coach, Consultant, Mentor, Mentee, SMB
• Organizations of 1 - 3000
• Led Federal training organization for 4 years
– Behavioral Assessments
– Performance Evaluations
– Business Development (GROWTH)
– Client development (speaking, presentations, consulting, SALES)
– Training (Software, PM, Soft Skills, Exec. Dev., Six Sigma, etc.)
• Led project teams for 7+ years
• LEFT LAST POSITION BECAUSE I WANTED TO MAKE A BIGGER IMPACT• ALWAYS FASCINATED BY CONSULTANTS
• WANTED TO JUMP OUT THERE
• UNDERSTOOD THE LINGO
• WASN’T’S AFRAID OF CLIENTS – KNEW I STOOD OUT
GOALS OF THIS SESSION
• CLARITY vs CL.A.R.I.T.Y.
• The meaning of the acronym
• Facts
• Why Customer Satisfaction isn’t Good Enough
• The Mindset Funnel
• Ways to measure, follow through and follow up
How Many Squares Do You See?
FACT NOT FICTION
• We have to do things a little differently
• It’s not a bad economy- it’s a NEW economy
• Customer Satisfaction isn’t Good Enough
• The alternative: CL.A.R.I.T.Y.
Versus
• Clarity: the state or quality of being clear or transparent to the eye; intelligibility, exactness, simplicity.
CL.A.R.I.T.Y.Customer Loyalty Action ROI Investment Time You
CL.A.R.I.T.Y.
• CUSTOMER LOYALTY (CL)– Focus should be COMPLETELY on the customer
*somewhere we get lost in the US vs. THEM scenario
– LISTEN. LEARN. CHANGE.• Every client wants something unique. Give it to them.
Research (Rosenberg 1998) says: “Customer behavior can be predicted by emotion.”
If customers are just satisfied, they are forced to make a decision based on price. YOU DON’T WANT THAT.
CL.A.R.I.T.Y.
• ACTION (A)– Most people don’t know what this means.
– MMA (Money Making Activities)• Networking
• Calls (warm)
• Info sessions (speeches, presentations, keynotes, articles, blogs
• Past people that can vouch
• GET ON A POINT SYSTEM
CL.A.R.I.T.Y.
• RESULTS (R)
– YOU HAVE TO SHOW RESULTS
• CLIENTS
• SELF
• PEERS
• Testimonials
– website, printed material (bio), social media outlets
CL.A.R.I.T.Y.
• INVESTMENT (I)
– So many consultants forget this step
• Financial Investment– Ongoing
certification, training, speaking, conferences, workshops, EDUCATION –DOUBLES AS NETWORKIGN OPPS
• Time Investment (Mgt)– MMA’s: Live on a calendar. Clients will respect and it builds
demand for you.
• Attitude & Behavior Investment
• Leadership Investment
CURRENT ATTITUDES &
BEHAVIORS
NEW ATTITUDES &
BEHAVIORS
CL.A.R.I.T.Y.
• TIME (T)Old adage: Luck = Preparation + Timing
– Timing more important in this case:• Clients
– They only spend money with you when timing is right
IT’S YOUR JOB TO MAKE THE TIMING RIGHT THROUGH DUE DILIGENCE, ACTIVE LISTENING, VALUE PROPOSITION, AND BUILDING A SENSE OF URGENCY AND ACTION.
CL.A.R.I.T.Y.
• YOU MANAGEMENT (Y)
– Perfecting this process
– Becoming a steward of your profession and niche
– Mastering Your PI (professional image)
– Investing in Yourself regularly (sharpen the sword)
“When in doubt, do it anyway.”
Measurement, Follow Through &
Follow Up
• Ask
– Customers (Top 20%)
– Advisory Board
– Trusted friends
– Yourself
• Personalize
• Take Action! Take Action! Take Action!
• Track monthly; ask about bi-weekly
The Last Slide
• Questions?
• Advance Customer Loyalty Program• 6 Week Program/3-day Bootcamp• Virtual, Live, and On-Site
• Oh, and the correct answer to how many squares is . . .
How Many Squares Do You See? 46