In professional services, high levels of client satisfaction are the key to profitable business growth. Studies show that satisfaction is most likely to follow when clients perceive they have received significant value. But many professionals focus on delivering quality work and service and only ask about client satisfaction afterwards. Experience shows this leaves too much to chance.

There is an alternative approach. The Value Conversation is an advanced strategy for communicating with clients which promotes early trust and enables professionals to reach a clear understanding with clients about value even before what will be delivered, let alone the fee, has been decided.

This programme will enable you to understand the underlying process that leads to clients perceiving value, so you can deliver quality work in a way that results in high levels of client satisfaction and enables your business to grow faster.

Objectives

At the end of this one day programme (and 1:1 or small-group follow-up) you will be able to:

• Gather the information you need to make a professional assessment of the client’s situation in a way that engages the interest of the client and promotes trust and confidence;

• Map each client’s ‘buying process’ for your services and identify the stage each has reached in it so you can respond accordingly;

• Use questioning and other techniques to help the client progress towards a wise decision;

• Express your solutions in a way that leads the client to understand their true value, and encourages them to be an advocate on your behalf;

• Present options for action in a way that enlists the active co-operation of the client in achieving a positive outcome to the work.

This programme is highly participative with the emphasis on exploring the underlying principles by working on client issues as opposed to listening to lectures. In the one-day session, there are no challenging role-plays as such, but you will have the opportunity to try different ways of doing things so they start to become second nature.