become a trusted advisor ppt

26
A New Approach ... Become a trusted advisor

Post on 20-Oct-2014

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DESCRIPTION

Designed for Recruitment Consultants to develop deeper client relationships based on mutual trust and respect.

TRANSCRIPT

Page 1: Become a trusted advisor ppt

A New Approach ...

Become a trusted advisor

Page 2: Become a trusted advisor ppt

a new approach ...

Common Sense/ Awareness

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a new approach ...

Trusted Advisor?

lien

As a trusted advisor, clients WANT to buy from you !

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a new approach ...a new approach ...

First step - create rapport

Rapport is essential

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Creating Rapport

Matching / Mirroring

✓Words✓Tone✓Body Language

•You cannot not communicate!•Listen with your eyes!•We think 4x faster than we speak - so we can become distracted

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a new approach ...

Thinking Preferences- “how would you like this information presented to you”

Seeing Hearing Feeling

ImagineFocusLook atPoint outNoticeShow youIllustrateViewpoint

Talk throughTune inListen toRings a bellDeaf toSounds likeTell myselfOutspoken

Hold onStrikes meIn touch withStick withNo stomach forPut a finger onFeel likeGraspPersonality styles

‘people do business with people they like’stage one - recognising self

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Trustworthy Equation

Credibility + Reliability + Intimacy__________________________

Self Orientation

=

TRUSTWORTHINESS

The Trusted Advisor - Charles Green

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Credibility

Credibility has to do with the words we speak, our experience, expertise & presentation abilities.

In a sentence we might say, “I can trust what she says about the salary level I need to pay; she’s very credible she knows her stuff.”

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a new approach ...Reliability

Reliability has to do with actions.

We might say, “If he says he’ll deliver the CV’s tomorrow, I trust him, because he’s dependable.” “ If he says this candidate has the expertise I need, I will interview him”

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Intimacy

Intimacy refers to the safety or security that we feel when entrusting someone with something.

We might say, “I can trust her with that information; she’s never violated my confidentiality before, and she would never embarrass me.”

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Intimacy

•Discretion – the wisdom to know what to do with information another shares with us

•Empathy – the ability to see another person’s point of view from the inside out; to identify with another person’s feelings. Understand their world/challenges

•Personal relationship – find out about them, discuss mutual interests. The more familiar you are to other people the more likely they are to trust you

•Risk-taking – vulnerability. This is about you. eg asking for feedback, revealing something personal, saying the unsaid

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Vulnerability

Saying or doing something that may

feel risky!•“I don’t feel like I am managing this process to your satisfaction, can we talk about it?”

•“I know you put your neck out to get us on the panel, what can I do to make sure you look good”

•“I know I can find someone for the role, but I am going to feel nervous presenting the proposal to your boss”

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Self Orientation

Self-orientation refers to the person’s focus. In particular, whether the person’s focus is primarily on him or herself, or on the other person.

We might say, “I don’t trust him — I think he’s too concerned about how he’s appearing and, so he’s not really paying attention.”

“She is genuinely interested in me and my situation, I feel relaxed with her”

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a new approach ...a new approach ...How to become Trusted

Credibility + Reliability + Intimacy

_________________________

Self Orientation

=

TRUSTWORTHINESS

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Job roleJob role

RecruitmeRecruitmentnt issues & issues &

trendstrends

BusinesBusiness Issuess Issues

PersonPersonal al

IssuesIssues

TrustedTrustedAdvisorAdvisor

Time

Trusted Advisor process

Connect on anemotional & rationallevel

Trust

Add value

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Feel relaxed and confident

•Find out what the client wants / needs

✓ Values / Priorities / Preferred way of interacting

•Understand their world

✓ concerns / problems / beliefs

•Ask impact questions

•Relationship first, business second

Being a trusted advisor is less to do with expertise and more to do with genuine interest and honest values.

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a new approach ...What do clients say they want?

a new approach ...

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a new approach ...

What clients say

•“Takes time to really understand me, my area and the types of people I need”

•“They know me, they are interested and interesting, they are authentic”

•“My time is precious, trusted advisors only send me the types of people I want, they respect this”

•“When they care about my company and make me feel its their most important priority, then I will invest time in them. I don’t want to feel its all about trying to get business”

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What clients say

•“Do what you say you will do, when you say you will do it”•“I once became a candidate, thats when I knew who was worth their salt and who I will now work with in my new job”•“ The relationship has to be more than just a transaction. I want to be educated, I want to be given advice, even if it means sending me to another recruiter or introducing me to someone else”

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What clients say

•“When the consultant understands my world, knows I am busy and gives me information that is relevant to me, in the way I need it and still delivers candidates, thats a trusted advisor !”

•“ He knows how to communicate with me - because he asked - structured or unstructured, formal, informal, ad hoc calls, 1/4ly meetings etc. He is personable, authentic and trust worthy”

•“ They are across broader HR issues and keep me informed, I get sent info that interests me”

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a new approach ...•“They know their market, their candidates, they are abreast of bigger issues than just recruitment and I enjoy spending time with them”

•“ I have developed a strong relationship with my consultant, they know me at work and personally - we have history. I can talk to them about more than just recruitment”

•“We work together, collaboratively, its in both our interests to make the relationship work”

What clients say

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•“They always ask lots of questions, so I feel they are more caring and become more competent as a result. We share more information, they ask more, than they tell”

•“ I make assessments of their worth based on how well they treat me and the candidates after the placements are made”

•“I take their calls & share information”

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Actions

20% of your clients tend to give you 80% of your business so spend time

on the 20%

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Actions to take1.Review clients - rank yourself 1-5 on Trusted Advisor scale. Focus on the 20%

2.Find out your clients perception of your business relationship - ask for feedback

3.Map out how to improve your relationship status. - plan for each relationship, including contact plans, thoughtful gestures, educating clients, brainstorm ways to increase the productivity of the relationship

4.Understand self - raise self awareness, EQ5.Develop high impact questions as part of your sales process6.Better understand your clients preferred style

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Benefits

•less time is spent business developing

•more profitable business relationships

•better client retention

•more opportunities for referrals

•develop better and more meaningful relationships with your clients

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Thank you for your attendance and participation.

June ParkerFounder, Seven Degrees

[email protected]