1. 1
©
Barolsky
Advisors,
2013
©
2009
Beaton
Research
and
Consul=ng
Pty
Ltd
Mastering
Client
Rela.onships
How
to
build
a
profitable
and
sustainable
client
base
An
ac=on-­‐learning
program
for
law
and
accoun=ng
professionals
presented
by
Barolsky
Advisors

2. 2
©
Barolsky
Advisors,
2013
Building
a
profitable
and
sustainable
client
base
This
intensive
program
is
run
in
small
group
environments
and
is
designed
to
equip
par=cipants
with
the
skills
to:
– be
more
confident
and
effec=ve
in
their
client
development
roles
– take
a
strategic,
long
term
approach
to
developing
their
clients
– iden=fy
ac=onable
"quick
win"
opportuni=es
to
grow
revenue
in
one
or
two
client
rela=onships.
This
course
has
been
developed
specifically
for
law
and
accoun6ng
firms
to
assist
them
to
build
the
capacity
of
the
next
genera6on
of
leaders
and
client
managers.
It
features
the
latest
research
and
proven
techniques
from
around
the
world.

3. 3
©
Barolsky
Advisors,
2013
Most
firms
have
three
.ers
of
client
rela.onship
partners
Tier
I
–
senior
client
rela=onship
partners:
very
experienced
and
confident
in
execu=ng
their
role
Tier
II
–
next
genera=on
of
client
rela=onship
partners:
seeking
new
skills,
tools
and
=ps
+
confidence
Tier
III
–
beginners
and
those
with
limited
client
development
responsibility

4. 4
©
Barolsky
Advisors,
2013
Greatest
need;
biggest
impact
Tier
I
–
senior
client
rela=onship
partners:
very
experienced
and
confident
in
execu=ng
their
role
Tier
II
–
next
genera=on
of
client
rela=onship
partners:
seeking
new
skills,
tools
and
=ps
+
confidence
Tier
III
–
beginners
and
those
with
limited
client
development
responsibility
Target
audience
of
this
program

5. 5
©
Barolsky
Advisors,
2013
Program
learning
objec.ves
• Understand
the
key
concepts
and
principles
of
client
rela=onship
management
in
a
law
and
accoun=ng
firm
context
• Develop
the
skills
necessary
to
create
and
develop
trusted
client
rela=onships
• Provide
fresh
=ps,
tools
and
templates
to
facilitate
effec=ve
implementa=on
• Enhance
par=cipant's
confidence
and
assuredness
in
their
client
development
roles
• Iden=fy
"quick
win"
opportuni=es
and
ac=ons
to
grow
revenue
with
one
or
two
current
clients

6. 6
©
Barolsky
Advisors,
2013
Overall
program
structure
Module
1
Module
2
Module
3
2
weeks
2
weeks
• Three-­‐quarter
day
interac=ve
workshop
for
8
to
15
par=cipants
• Suggested
=ming:
10:00am
to
4:00pm
to
allow
for
some
client
work
on
the
day
and
for
fly-­‐in,
fly-­‐out
on
the
same
day
• Pre-­‐work
and
reading
to
ensure
=me
is
used
effec=vely
• 90-­‐minute
interac=ve
webinar
• Suggested
=ming:
8:00am
to
9:30am
• Fresh
content
+
feedback
and
discussion
on
ac=on
learning
tasks*
• Par=cipants
can
a`end
from
any
loca=on
• 90-­‐minute
interac=ve
webinar,
similar
format
to
Module
2
• Fresh
content
+
feedback
and
discussion
on
ac=on
learning
tasks*
• Agree
follow-­‐up
and
learning
reinforcement
eg.
build
in
new
accountabili=es,
individual
coaching,
etc.
Ac=on
learning
tasks*
with
coaching
support
Ac=on
learning
tasks*
with
coaching
support
*
Ac=on
learning
tasks
would
typically
involve
working
directly
on
current
client
opportuni=es
or
challenges

7. 7
©
Barolsky
Advisors,
2013
Program
topics
• The
truth
of
the
Client
Rela=onship
Partner
(CRP)
role
• The
cri=cal
skills
and
behaviours
of
successful
CRPs
inc.
self-­‐assessment
• How
and
why
clients
buy
and
the
science
of
persuasion
• Iden=fying
the
'right'
clients
• The
five
drivers
of
trusted
client
rela=onships
• Growth
strategies
and
tac=cs
that
work
• Protec=ng
established
clients
• The
key
to
building
stronger
personal
rela=onships
• The
"how"
of
cross-­‐
and
up-­‐selling
• Taking
pain
out
of
client
planning
• Useful
tools
and
templates
in
the
CRP
kitbag

8. 8
©
Barolsky
Advisors,
2013
Presenter:
Joel
Barolsky
• Joel
Barolsky
is
Managing
Director
of
Barolsky
Advisors,
Senior
Fellow
of
the
University
of
Melbourne
and
Associate
of
Mt
Eliza
Execu=ve
Educa=on.
• Joel
is
interna=onally
recognised
as
an
outstanding
advisor,
facilitator
and
educator
to
professional
service
firms,
prac=ce
teams
and
client
rela=onship
partners.
He
is
an
expert
in
business
strategy,
client
rela=onship
strategy,
marke=ng.
business
development
and
pricing.
His
facilita=on
style
is
engaging,
passionate,
sensi=ve
and
outcome-­‐focused.
Joel
has
spoken
at
numerous
industry
conferences
and
is
frequently
quoted
in
the
professionals
services
press.
• For
16
years,
Joel
was
a
Principal
at
Beaton
Research
&
Consul=ng,
Australia’s
leading
advisor
to
professional
service
firms.
• Joel
has
consul=ng
with
over
100
of
Australia’s
top
professional
service
organisa=ons.
Over
70%
of
his
client
are
repeat
clients
or
come
directly
from
referrals
from
exis=ng
clients.
• In
2012,
Joel
launched
the
highly
successful
Rela=onship
Capital
blog
which
provides
fresh
insights
in
how
to
grow
cri=cal
client
rela=onships.

9. 9
©
Barolsky
Advisors,
2013
Other
op.ons
and
further
informa.on
• Barolsky
Advisors
is
happy
to
tailor
the
program
to
suit
your
specific
needs.
This
tailoring
may
address
or
include:
– Different
=ming
and
delivery
formats
– One-­‐on-­‐one
coaching
– Facilita=on
of
learning
groups
– Prepara=on
of
firm-­‐specific
case
studies
– Client
interviews
pre-­‐
and
post-­‐program
– More
in-­‐depth
competency
assessment
and
tracking
– Advice
on
client
development
strategy
• For
further
program
informa=on
and
availability
please
contact
Joel
on
0417
305
880
or
joel.barolsky@barolskyadvisors.com