3.1 VALUES, ETHOS & IMAGE
People
Fairness
Ethics
Openness
Quality
Clients
Delivery
Sales
Total checks & tips: 54
Revealed here: 8
It is crucially important that your Clients understand that your own Company has an impressive set of values and an ethos to be admired which distinguishes it from the Competition.
Your Company may already have these attributes which are well documented and used in the sales process.
Alternatively, your Company may have such values and ethos but they are not documented or possibly not even thought about or realised.
Or, they just don't exist in any form! In which case this subject needs to be given swift and careful thought, and debated/workshopped/brainstormed by key members of your organisation.
A clearly defined set of values needs to be established and conveyed to all colleagues & Clients. They will also need to be incorporated into the sales process. In time, these values will become part of the fabric of your Company, part of its culture.
So, a sample of checks and tips for developing your thinking are given below and a further 46 are provided when the module is purchased.
However, such values must be meaningful and genuine. You can't just make them up!
Nevertheless, it cannot be overstated how important it is for your Clients to be aware of such values/ethos which will be the foundation for all that you do for them.
………………………………
People (your Company's biggest asset), consistent quality output (pre-requisite for repeat business) and openness (earning colleague & client trust) will always be the critical success factors regarding future progress in Client Account Management.
The term 'people' is used in the broadest sense when referring to your own Company and means anyone who is working for, or representing, your organisation including consultants, contractors, temporary staff, external partners, associates and so on.
So, it’s imperative that wherever your resources come from, it remains seamless to your Clients. Indeed, any differences in work practice, values, dress or attitude may seriously jeopardise the Client relationship and damage your profit margin & future business.
Therefore, it’s vital that all 3rd parties are made fully aware of the above before they are taken on. In addition, there must be adequate and consistent induction for anyone representing your Company on the Client site; permanent staff are no exceptions.
A sample of checks and tips is given below and a further 46 are provided when the module is purchased.
People
Individual mentorship scheme for all new joiners or change of role
7 more available
Fairness
Promotion from within wherever possible
6 more available
Ethics
Prompt payment of Suppliers unless good reason not to
6 more available
Openness
Always convey bad news at the earliest opportunity
4 more available
Quality
Proactively strive for continuous improvement
4 more available
Clients
Respect for the Client's culture, values & practices
7 more available
Delivery
Strive for a track record of delivering real business benefit
9 more available
Sales
Rigorous qualification of sales opportunities throughout the sales process
3 more available
Some of the above 'values' will be integral to your own Company which help distinguish it from the Competition. They will also provide the foundation for high quality deliverables, services, people & products which in turn will make your Clients more successful.
As a consequence, never feel awkward about what you charge or profits made providing, of course, you have supplied the required level of quality ‘deliverable’ on time and within budget; particularly if you’ve also provided 'added value' where the Client was not charged for something beneficial which was over and above what was contracted for.
“YOUR COMPANY’S VALUES, ETHOS & IMAGE WILL BE THE FOUNDATION FOR BUSINESS EXCELLENCE”
Another 46 checks & tips available for purchase
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‘ASPIRE’ (How To Manage Any Client) ™
Account Management & Development
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