More than two decades ago Fred Reichheld, among others, began working on a conversation and a system that helped organizations — particularly professional service firms — rethink the issue of client relationships. In his book, The Ultimate Question (now available in an updated version), the discussion zeroes in on what the author defines as the ultimate … Continue Reading
All listening is not the same. Consider the differences in the way you listen to talk radio as you sit in traffic; to the argument of an adversary; and, for the slightest whimper from the new born down the hall. The soundtrack of a day is complex. Most of us are adept at juggling multiple channels … Continue Reading
Honest dialogue can change things fast. It creates connections, seeds ideas, and is the critical thread in the fabric of relationship. It is about seeking to understand. The fact that dialogue doesn’t come easy is one reason relationships are so difficult. Self-interest, posturing, and the need to be certain we make our case tend to frame … Continue Reading
If you’re marketing something, you’re likely investing resources in the development of connections. Social strategies, networking events, content marketing efforts…there is a long cafeteria line of tools, strategies and processes designed to get you connneted. Then what? Business development is about relationships. Not connections. Or fans. Or followers. Real honest-to-goodness-relationships. Today’s tools make establishing a … Continue Reading
Everyone has experienced a client / customer experience nightmare. Call it whatever you like; the fact is that almost every enterprise is going to have a bad day. What is done in the wake of the experience is the real stuff of being client / customer centered. The Bad Experience Since the first time we … Continue Reading
A fan will always see things based on the color of the uniform. A catch? Were the receiver’s feet inbounds? Did a knee hit the ground? What holding — that wasn’t holding! Facts are defined by what helps my team. On the day after, sports talk radio thrives on the debate that is fueled by these … Continue Reading
Several years ago Fred Reichheld, among others, began working on a conversation and a system that would prompt organizations to rethink clients / customer relationships. In his book, The Ultimate Question (now available in an updated 2.0 version), the discussion zeroes in on what the author defines as the ultimate measure of loyalty — whether a … Continue Reading
The game show Jeopardy has had it right all along — knowing the right question is the way to win big. Conventional wisdom argues the point. And most of the time we buy into the argument. In virtually every venue — from personal relationships to building a productive professional network, from pitching a pizza franchise to … Continue Reading
My friend George — a veteran of the hospitality industry, and no push-over when it comes to what service looks like — was just back from a cruise during which he and his wife became customers for life. But it did not start that way. The cruise coincided with an anniversary, and George’s wife had … Continue Reading
A little over a decade ago a small technology start-up was out of money, and about to give up. But a professional service group showed the entrepreneurs a way to convert intellectual property into a revenue stream; and the start-up was reborn. An eighteen month revenue stream that defied even the most optimistic pro forma … Continue Reading
It is news to no one that when it comes to business development in the professional services arena, relationship trumps everything. Not connections. Or fans. Or followers. Real honest-to-goodness-relationships. Establishing a connection is relatively easy. Building a relationship is decidedly not. Do it right, and a single event can yield scores of business cards. Devote some time … Continue Reading
If the only time we turn attention to marketing, business development or sales is when there is a fear things might be slowing down — or worse yet, after the slow-down has begun — three things are likely true. The experience: is decidedly frustrating; solves few if any of the short term issues; in the … Continue Reading
A Guest Post, by lawyer, law professor and process consultant, Larry Bridgesmith. Beauty is in the eye of the beholder” — Margaret Wolfe Hungerford , Molly Bawn, 1878 Our son was born with orthopedic challenges which required him to be in thigh high casts from the day he was born. He was also born “sunny side … Continue Reading
Here’s the problem: we act like once we’ve delivered a message — transmitted it, produced it, hit “SEND” — that we have Communicated. Or, at least that we have done everything within our power to make communication possible. The rest is up to the audience. In practice we have come to equate communicating with the … Continue Reading
A few might dispute the notion, but most will agree — relationship trumps everything. Whether in the business or personal arena, relationship provides the context in which almost everything is interpreted. It influences judgement and defines value. The Relationship That Wasn’t Nearly a decade ago a small technology start-up was out of money, and about to … Continue Reading
A lifetime ago, in what seems like a galaxy far away, I spent some time in the broadcast industry. More specifically, in a radio studio. In that era, the fast paced “Top 40” genre topped most markets, and was designed to sound slightly anti-establishment with a shoot-from-the-hip tone. In reality, it was a highly structured, … Continue Reading
It was early October a decade ago — long before talk of a “new normal.” And a BigLaw firm was very comfortable in its relationship with a satisfied client. By almost any standard, the comfort seemed well founded. In the four years prior, the firm had won a bet-the-company battle in court, and subsequently created … Continue Reading
I am an old dog. Learning new tricks, techniques or skill sets does not come easy. My 20-year old daughter, my wife and, I suspect, the team I am privileged to work with will all agree. But as I listened to Neil Harbisson’s TED presentation from earlier this year titled “I Listen to Colors” (a 10-minute video that will … Continue Reading
Several years ago Fred Reichheld, among others, began working on a conversation and a system that would prompt organizations to rethink relationship with clients / customers. In his book, The Ultimate Question (now available in an updated 2.0 version), the discussion zeroes in on what the author defines as the ultimate measure of loyalty — whether … Continue Reading
For many, the chase is simply easier than the work associated with building and nurturing lasting relationships. The chase offers variety, the thrill of an adrenaline rush, and – win or lose – it’s off to the next pursuit. No working through misunderstandings and unrealized expectations. No — we’re not talking about personal relationships — any parallels notwithstanding. This is about … Continue Reading
As a target-driven business developer, understanding why so many professional service providers (accountants, consultants, lawyers) resist client feedback programs continues to be a puzzle I am unable to solve. Simply put, client feedback is the easiest, most cost effective, highly targeted business development you will ever invest in. Perhaps it harkens back to report card … Continue Reading
