Posts Tagged ‘Client Focus’

by Sherry Engel

How do we expand our relationships with our clients from “order-takers” to trusted advisors? First, and foremost, we need to begin by changing our mindset that we always need to say “yes” to our clients. When our clients approach us about a specific training need, transition the conversation from solutions to open-ended probing questions, targeted to identify the true performance and business need. After all, what value are we providing to our clients if we provide learning solutions that do not impact their business results? 

Try something like this….

“I want to be sure that we provide you a solution that solves your business need. Do you mind if I ask you a few questions so I can fully understand the performance concerns that you have?”

To engage in a consultative interaction, we must think like our clients. Check out the book titled What the CEO Wants You to Know by Ram Charan. This book provides insight into the business acumen necessary for learning professionals to think like their clients and “talk their talk”. 

 Becoming a trusted advisor doesn’t happen overnight. We must gain credibility and trust with our clients through proven results. Don’t let your relationship with your client to “chance”. Plan how to grow and nurture your relationship. Think of ways to demonstrate the value add you can provide to them. Check out David Nour’s book, Relationship Economics for techniques on how to grow and nurture your client relationships.


Read Full Post »

by Sherry Engel

So how do we get to the point that we know the client so well that we become a part of their trusted teamiStock_ManQuestions?

To become a trusted partner, we must think business, not learning.

  • How can we help our clients meet their business goals and objectives?
  • What challenges are they facing in the industry and/or marketplace?
  • What metrics are on their scorecard?

How do you get insight into this type of information? There are many ways to really get to know your client. Here are some quick tips!

  • Research the industry and marketplace– Check out GlobalEDGE for industry profiles, or Hoovers for background on specific organizations  
  • Talk to others that have a relationship with the client – possibly your HR business partner, individuals you know that may have worked with the client in the past, etc.
  • Understand cultural differences that may be a part of your client’s organization – GlobalEDGE also features information on cultural differences across the world. 
  • Plan how to grow and deepen your relationship. Check out this book: “Relationship Economics” by David Nour for some great ideas!
  • Have interactive, consultative discussions ….more to come in next week’s blog entry!


Read Full Post »