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Steph Hinds, Head Ninja Growthwise
@Growthwise
Giving clients what they want
WiFi: QB Connect Password: Connect2017#QBConnect
2
Steph Hinds
Head Ninja, Growthwise
Today’s speaker
3
The agenda
Why Identify Plan of attack Implementing Action list
Current issues
Drivers
Dig deeper
What you do now
What you want to do
What clients want
Gaps in your team
Team + skills
Capacity
Pricing
Delivery
Roll out to clients
Roll out to world
Test, measure,
learn
Offsite
Implementation phase
Ongoing
FRAMEWORK: What we are building today is the framework to ensure you really are giving clients what they want.
Why…
Take a few moments to
write down why this is
important to you
People don’t buy what you do, they buy
why you do it
– Simon Sinek
What are your current
issues?
What are the drivers
making you want to
change?
Identify…
9
How often do you perform
these services?
Are you meeting with clients more than
once per year already?
Do you only have 1 touch point per year?
Do you physically see them or just send
information?
Who do you provide
these services for?
Again be really detailed…
Industry
Location
Size of business
Owners
What services do you
provide to your existing
clients?
Be really detailed here…
Financials
Tax returns
QuickBooks support
Payroll support
Bookkeeping
Identify: What you do now
Starting with what you currently do is step 1
10
How often do you want to
perform these services?
Do you want to be seeing your
clients weekly, monthly, quarterly?
Do you want to physically see
them or just send information?
Do you want to be part of the
clients team?
Who do you want to
provide these services
for?
Again be really detailed…
Industry
Location
Size business
Owners
What services do you
want to provide to your
existing clients?
Be really detailed here…
VCFO
International tax
Technology implementations
Monthly advisory
Bookkeeping
Identify: What you want to do
Knowing what you actually want to do is step 2
11
How often do your ideal
clients need these
services?
Do they want to be seeing you
weekly, monthly, quarterly?
Do they want to physically see you
or just send information?
Do they want you to be part of the
team?
What are the biggest
problems your ideal
clients face?
Again be really detailed…
Cashflow
Marketing
Team
Expansion
Competition
Margins
What services do your
ideal clients want/need?
Be really detailed here…
HR advice
Cashflow advice
Help with systems
Bookkeeping
Education on drivers
Identify: What your clients want/need
This is about identifying what the clients you want to work with really need and want and is step 3
12
What skills does your team need to
deliver what your clients want?
Do you need cashflow experts
Do you need systems experts
Do you need tax experts
Do you need business advisors
Do you need grinders or minders
Do you need a sales team
Do you need a change expert
What skills do your current
team have?
Do you have cashflow experts
Do you have systems experts
Do you have tax experts
Do you have business advisors
Do you have grinders or minders
Do you have a sales team
Do you have change experts
Identify: The skill gaps in your team
This is about identifying the capability of your current team and is step 4
Now you have the current gaps between
where you are now and where you want
to be
Note the differences between what
you want to do and what your
current clients want. You may need
to find new clients!
Plan of attack…
16
Build your services package
Core compulsory services
Add-on services
Ultimately 3-5 packages
Plan of attack
17
Build your team training plan (to fill the gaps)
What skills can you train with the existing team (internal)
What training do you need to outsource (external)
Prepare a detailed monthly training plan (entire business)
Prepare a detailed monthly training plan (each person)
Schedule who will deliver the training
Plan of attack
18
Build your hiring plan
For skills you can’t train
Detail the type of people you need
Detail when and how many you need
Detail your recruitment strategy
Plan of attack
19
STOP : Do you have capacity to be delivering these
additional services?
Within your existing team (if so how)
Or do you need additional people?
Don’t let this be the excuse
Plan of attack
20
Price your packages
Core compulsory services
Add-on services
Ultimately 3-5 packages
Plan of attack
21
Systems to help deliver
Technology systems
Internal processes
Workflow
Plan of attack
Don’t think you can go from
nothing to everything with ALL
of your clients at once. You
have to have a planned rollout.
Implementing…
24
Implementing
25
Plan for Rollout
Can’t change everything at once
Set measureable targets (# clients / month)
Plan who you will target 1st
Implementing
26
Awesome client meetings
Prepare!
Agenda
Recap previous meetings
Know the client
Have to follow up
Implementing
Know what your client is trying to achieve
Pick top 3 things client needs to work on
Brainstorm how they can improve in these areas
Pick top 1-3 things client is doing well
Pick top 3 things you are going to ask the client about
Customise your reports
Understand clients sophistication level
Example: Preparation
Ask how the client is going!
Start with an overview
Compared to last year this is how you are performing
Compared to budget this is how you are performing
Compared to the action step last month / quarter
Top 1-3 things you are doing well
Top 3 things need work
Deep dive into 3 things to work on by asking questions
Give ideas on how to improve
Set Action list for client to work on
Example: Appointment
Follow up!
Ensure the client understands action points
Set the preparation agenda for next meeting
Ensure next meeting is booked
Schedule to follow up on progress (ie measure progress between meetings)
Example: Post appointment
30
Tell the world
Marketing plan
Resource dedicated to marketing plan
Plan who you will target 1st
Implementing
31
Action list…
33
Measure
The only way this stays as a focus for
you is if you are measuring progress
constantly
Weekly KPI’s
Involve the team + clients
Find someone to hold you accountable
Repeat
Implement
Workflow
Schedule time
Schedule people
Book time with clients
5 best clients
Do
Offsite
2 days out of the office
Facilitator (agenda)
Why
Identify
Plan of attack
Detailed
Checklist
What you need to do next
Questions?
Missed something?
Today’s presentations are available in the event mobile app
and at http://www.slideshare.com/tag/QBCAU17
Don’t forget to rate my session:
Open up the event app, find my session title in the agenda
and click on rate & review

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Giving Clients What They Want

  • 1. Steph Hinds, Head Ninja Growthwise @Growthwise Giving clients what they want WiFi: QB Connect Password: Connect2017#QBConnect
  • 2. 2 Steph Hinds Head Ninja, Growthwise Today’s speaker
  • 3. 3 The agenda Why Identify Plan of attack Implementing Action list Current issues Drivers Dig deeper What you do now What you want to do What clients want Gaps in your team Team + skills Capacity Pricing Delivery Roll out to clients Roll out to world Test, measure, learn Offsite Implementation phase Ongoing FRAMEWORK: What we are building today is the framework to ensure you really are giving clients what they want.
  • 5. Take a few moments to write down why this is important to you
  • 6. People don’t buy what you do, they buy why you do it – Simon Sinek
  • 7. What are your current issues? What are the drivers making you want to change?
  • 9. 9 How often do you perform these services? Are you meeting with clients more than once per year already? Do you only have 1 touch point per year? Do you physically see them or just send information? Who do you provide these services for? Again be really detailed… Industry Location Size of business Owners What services do you provide to your existing clients? Be really detailed here… Financials Tax returns QuickBooks support Payroll support Bookkeeping Identify: What you do now Starting with what you currently do is step 1
  • 10. 10 How often do you want to perform these services? Do you want to be seeing your clients weekly, monthly, quarterly? Do you want to physically see them or just send information? Do you want to be part of the clients team? Who do you want to provide these services for? Again be really detailed… Industry Location Size business Owners What services do you want to provide to your existing clients? Be really detailed here… VCFO International tax Technology implementations Monthly advisory Bookkeeping Identify: What you want to do Knowing what you actually want to do is step 2
  • 11. 11 How often do your ideal clients need these services? Do they want to be seeing you weekly, monthly, quarterly? Do they want to physically see you or just send information? Do they want you to be part of the team? What are the biggest problems your ideal clients face? Again be really detailed… Cashflow Marketing Team Expansion Competition Margins What services do your ideal clients want/need? Be really detailed here… HR advice Cashflow advice Help with systems Bookkeeping Education on drivers Identify: What your clients want/need This is about identifying what the clients you want to work with really need and want and is step 3
  • 12. 12 What skills does your team need to deliver what your clients want? Do you need cashflow experts Do you need systems experts Do you need tax experts Do you need business advisors Do you need grinders or minders Do you need a sales team Do you need a change expert What skills do your current team have? Do you have cashflow experts Do you have systems experts Do you have tax experts Do you have business advisors Do you have grinders or minders Do you have a sales team Do you have change experts Identify: The skill gaps in your team This is about identifying the capability of your current team and is step 4
  • 13. Now you have the current gaps between where you are now and where you want to be
  • 14. Note the differences between what you want to do and what your current clients want. You may need to find new clients!
  • 16. 16 Build your services package Core compulsory services Add-on services Ultimately 3-5 packages Plan of attack
  • 17. 17 Build your team training plan (to fill the gaps) What skills can you train with the existing team (internal) What training do you need to outsource (external) Prepare a detailed monthly training plan (entire business) Prepare a detailed monthly training plan (each person) Schedule who will deliver the training Plan of attack
  • 18. 18 Build your hiring plan For skills you can’t train Detail the type of people you need Detail when and how many you need Detail your recruitment strategy Plan of attack
  • 19. 19 STOP : Do you have capacity to be delivering these additional services? Within your existing team (if so how) Or do you need additional people? Don’t let this be the excuse Plan of attack
  • 20. 20 Price your packages Core compulsory services Add-on services Ultimately 3-5 packages Plan of attack
  • 21. 21 Systems to help deliver Technology systems Internal processes Workflow Plan of attack
  • 22. Don’t think you can go from nothing to everything with ALL of your clients at once. You have to have a planned rollout.
  • 25. 25 Plan for Rollout Can’t change everything at once Set measureable targets (# clients / month) Plan who you will target 1st Implementing
  • 26. 26 Awesome client meetings Prepare! Agenda Recap previous meetings Know the client Have to follow up Implementing
  • 27. Know what your client is trying to achieve Pick top 3 things client needs to work on Brainstorm how they can improve in these areas Pick top 1-3 things client is doing well Pick top 3 things you are going to ask the client about Customise your reports Understand clients sophistication level Example: Preparation
  • 28. Ask how the client is going! Start with an overview Compared to last year this is how you are performing Compared to budget this is how you are performing Compared to the action step last month / quarter Top 1-3 things you are doing well Top 3 things need work Deep dive into 3 things to work on by asking questions Give ideas on how to improve Set Action list for client to work on Example: Appointment
  • 29. Follow up! Ensure the client understands action points Set the preparation agenda for next meeting Ensure next meeting is booked Schedule to follow up on progress (ie measure progress between meetings) Example: Post appointment
  • 30. 30 Tell the world Marketing plan Resource dedicated to marketing plan Plan who you will target 1st Implementing
  • 31. 31
  • 33. 33 Measure The only way this stays as a focus for you is if you are measuring progress constantly Weekly KPI’s Involve the team + clients Find someone to hold you accountable Repeat Implement Workflow Schedule time Schedule people Book time with clients 5 best clients Do Offsite 2 days out of the office Facilitator (agenda) Why Identify Plan of attack Detailed Checklist What you need to do next
  • 35. Missed something? Today’s presentations are available in the event mobile app and at http://www.slideshare.com/tag/QBCAU17 Don’t forget to rate my session: Open up the event app, find my session title in the agenda and click on rate & review

Notas del editor

  1. This is a sample COMPARISON using the 2-Column layout. Placeholder text boxes that appear as part of the selected layout have predefined fonts, sizes and colors. To change the appearance of any line of text, on the Home tab, in the Paragraph group, click Increase Indent or Decrease Indent. The selected text will reformat to the predefined size according to its indent level. Note: Any changes to the color, size, spacing or font in the placeholder text box will break its connection to the Master style. It will no longer automatically conform when switching between layouts or when imported into another presentation.
  2. This is a sample INTRODUCTION using the 1-Column layout. Placeholder text boxes that appear as part of the selected layout have predefined fonts, sizes and colors. To change the appearance of any line of text, on the Home tab, in the Paragraph group, click Increase Indent or Decrease Indent. The selected text will reformat to the predefined size according to its indent level. Note: Any changes to the color, size, spacing or font in the placeholder text box will break its connection to the Master style. It will no longer automatically conform when switching between layouts or when imported into another presentation.
  3. This is a sample INTRODUCTION using the 1-Column layout. Placeholder text boxes that appear as part of the selected layout have predefined fonts, sizes and colors. To change the appearance of any line of text, on the Home tab, in the Paragraph group, click Increase Indent or Decrease Indent. The selected text will reformat to the predefined size according to its indent level. Note: Any changes to the color, size, spacing or font in the placeholder text box will break its connection to the Master style. It will no longer automatically conform when switching between layouts or when imported into another presentation.
  4. This is a sample INTRODUCTION using the 1-Column layout. Placeholder text boxes that appear as part of the selected layout have predefined fonts, sizes and colors. To change the appearance of any line of text, on the Home tab, in the Paragraph group, click Increase Indent or Decrease Indent. The selected text will reformat to the predefined size according to its indent level. Note: Any changes to the color, size, spacing or font in the placeholder text box will break its connection to the Master style. It will no longer automatically conform when switching between layouts or when imported into another presentation.
  5. This is a sample INTRODUCTION using the 1-Column layout. Placeholder text boxes that appear as part of the selected layout have predefined fonts, sizes and colors. To change the appearance of any line of text, on the Home tab, in the Paragraph group, click Increase Indent or Decrease Indent. The selected text will reformat to the predefined size according to its indent level. Note: Any changes to the color, size, spacing or font in the placeholder text box will break its connection to the Master style. It will no longer automatically conform when switching between layouts or when imported into another presentation.
  6. This is a sample INTRODUCTION using the 1-Column layout. Placeholder text boxes that appear as part of the selected layout have predefined fonts, sizes and colors. To change the appearance of any line of text, on the Home tab, in the Paragraph group, click Increase Indent or Decrease Indent. The selected text will reformat to the predefined size according to its indent level. Note: Any changes to the color, size, spacing or font in the placeholder text box will break its connection to the Master style. It will no longer automatically conform when switching between layouts or when imported into another presentation.
  7. This is a sample INTRODUCTION using the 1-Column layout. Placeholder text boxes that appear as part of the selected layout have predefined fonts, sizes and colors. To change the appearance of any line of text, on the Home tab, in the Paragraph group, click Increase Indent or Decrease Indent. The selected text will reformat to the predefined size according to its indent level. Note: Any changes to the color, size, spacing or font in the placeholder text box will break its connection to the Master style. It will no longer automatically conform when switching between layouts or when imported into another presentation.