Connecting with clients : for stronger, more rewarding and longer-lasting client relationships / Paul Cowan

Includes bibliographical references and index.

CONNECTING WITH CLIENTS -- Tomorrow's client relationships -- AS YOU USE THIS BOOK, REMEMBER THE PRINCIPLE OF MARGINAL GAINS -- ABOUT THE AUTHOR -- ALREADY LISTENING. But Not Hearing -- ANNUAL REVIEWS. What's Not to Like? -- AVIATE, NAVIGATE, COMMUNICATE. Managing More In Less Time -- BAD NEWS STICKS -- BEST BOSS. WORST BOSS. The Importance of Emotional Intelligence -- Self-awareness -- Self-management -- Social awareness -- Relationship management -- BRILLIANT BASICS -- BULLSHIT. The Fastest Way to Undermine Your Relationships. BURN CALORIES, BUILD RELATIONSHIPS, -- CREATE NEW OPPORTUNITIES AND ENJOY A COFFEE. The Benefits of Walking the Corridors -- CALL YOUR CLIENTS EVERY DAY AND KEEP THE OTHER AGENCIES AWAY -- CHANGE BLINDNESS. How To Drift Into Trouble -- CLEAN LANGUAGE. How To Understand What Your Client Means. And How To Help Them Understand What They Really Mean -- COMMUNICATION IN THE VIRTUAL WORLD. The Impact on Us and Our Client Relationships -- 1. Communication is a surprisingly complex process -- 2. Virtual presence is useful. But not that good -- Effect on us -- Practical considerations Impact on relationships -- Practical considerations -- CRITICAL VOICE IN YOUR HEAD? Four Liberating Questions.1 -- DAVID OGILVY'S ADVICE FOR CLIENT RELATIONSHIPS.1 -- EFFECTIVE LISTENING -- Some of the barriers to effective listening -- Listening styles -- EMAIL. The Everyday Opportunity to Miscommunicate With Your Colleagues and Clients -- "EVERYTHING IS OK." Is Your Client Telling the Whole Truth? Diagnostic Inquiry -- You believe that the client feels negatively -- You believe the client feels positively about the agency -- EXCELLENCE OR WHAT THE HELL ARE YOU DOING HERE? EXIT INTERVIEW YOUR CLIENTS. It's Never Too Late to Get Feedback -- EXTRAVERT OR INTROVERT? Getting the Best From Yourself and Others -- Practical implications in any type of business9 -- Finding your preference -- FEEDBACK OR FEEDFORWARD. Why Look Back When You Can Look Forward? -- GLOBAL ACCOUNT GAIN, LOCAL OFFICE PAIN. Forced Relationships -- Here's what to do -- Low local agency income and high client expectations? -- "GOOD WORK IS NOT ENOUGH."1 Care In Relationships -- Meetings -- Information -- Communication -- Stay close -- Think ahead HIDDEN COMPLAINTS WILL BITE YOUR ARSE IF YOU MISS THEM -- HOW TO ALIENATE YOUR CLIENTS. Top Tips From Real Life.1 -- INTUITION. Aka Trust Your Gut -- JUST PICK UP THE F*****G PHONE -- MANAGING EXPECTATIONS -- MEETINGS. Meetings. Meetings -- Reduce meeting time by 10%1 -- Ban laptops and mobiles -- Outcomes not agendas -- Mood -- Start in silence -- Stand-up meetings -- Walking meetings -- Manage the room -- Get feedback. Give feedback -- Length and start time -- The biggest irritant -- Recurring meetings. Or any meeting -- MICRO-EVENTS. How They Form a Narrative.

REJUVENATE YOUR CLIENT RELATIONSHIPS With the help of this book, you will be able to: Evaluate your client relationships and diagnose issues. Recognise your part in a problem. Obtain useful and clear feedback. Understand, relate to and communicate with your clients.. Manage yourself and your team members. Get the best from your clients so that they get the best from you.