07 Jan A Simple Model
A Simple Model
Happy New Year! We’re back with our blog discussing relevant topics around large account management and client retention. Our goal continues to be to publish weekly, but we’ll make sure that we have something worthwhile to say before we add to your inbox. Our website contains well over 200 archived blogs, so because our process is relatively simple, it can be a challenge to avoid repetition. (We do want to avoid establishing the quarterly newsletter that comes out twice per year.)
We used to enjoy creating a light moment with our Attitude & Action attendees when we would finally put all the elements of The Clients for Life® client retention process together on one slide. The process takes on the visual characteristics of a flow chart.
We would ask them why they thought Tenacity had a flow chart depicting our process in this manner. “Because the steps are sequential?” (“No.”) “So that we can visualize how the components work together?” (“No”.) Finally, we would explain to them, “Because if you are in the consulting business – and you don’t have a flow chart – you can’t charge as much!” (Wink-Wink) Usually that would elicit some uncomfortable laughter. Difficult statements that approach inconvenient truths often do that. We don’t want to be that kind of consulting firm – and we’re not.
I admire people that can take complex concepts or issues and simplify them though. My partner John is one of those people and our process and our firm is the beneficiary. We use the well-known and simple metaphor of the see-saw to illustrate the two critical elements of account management (Nurturing Professional Relationships and Technical Delivery) and the importance of balancing them on the fulcrum of Expectations.
The imagery is illustrated below:
Effectively managing each of the three individual components requires trainable skills and processes born of best practices. Keeping them in balance demands great instinct, deep listening skills and sometimes the independent perspective of an objective third-party.
One year ago, we established The Tenacity Center for Account Management and Client Retention at The Coles College of Business at Kennesaw State University. The Tenacity Center is dedicated to creating a forum to allow firms to access and apply these processes that have been implemented by some of the world’s leading companies. Along with the Professional Selling Center at Coles (how to get-em), the Tenacity Center (how to keep-em) almost certainly offers the most complete end-to-end practical knowledge base available anywhere under one roof.
As always, thanks for being interested in what we do.