Celebrating Our Clients’ Success

Celebrating Our Clients’ Success

Large crowd
Our greatest gift is being part of our clients reaching new heights each day.

We have so much to be thankful for this year. 

These success stories are just a few highlights of the men*, women* and companies we have had the honor of working with throughout the year. 

Thank you for calling on us to serve you. We are so proud to be part of all you have achieved!

*To respect our clients’ privacy, names have been changed.

Story 1

Financial planning firm invests in their people… and reaches unprecedented growth

Story 1
An exclusive boutique financial planning firm specializing in high net-worth clientele wanted to take its client relationships to the next level. The team of talented wealth managers included (1) June, a rising star, (2) Tim, a newly hired and highly accomplished veteran with a reputation beyond reproach and (3) Theo, a whiz who had an eye and mind for the especially complex, technical aspects of financial planning.

The challenge?

  1. Long time clients had complete confidence in the company’s president but were reluctant to entrust their portfolio to a younger, newer (albeit qualified and skilled) wealth manager. How could June present herself so she is recognized for her expertise?
  2. Tim was new to the company, but a seasoned pro in the business. How could he make a name for himself in his new firm?
  3. Theo was a rock star behind the scenes, and crunching numbers came far more easily than communicating with clients. How could he explain complex concepts so they are easily digestible to clients? How could email and spoken communication come across personable as well as professional?

More…

Maxwell, the firm’s president, saw the potential to further his company’s vision for service excellence by offering coaching to June, Tim and Theo. Over the months I’ve spent with each of them, providing ongoing coaching and customizing in-house group trainings, they showed me a great deal about the heart of financial planning.

The outcomes of our collaboration:
June learned how she can use body language and her voice to put clients at ease and win their trust.. We coached on how to reach out to, build an emotional connection and bond with clients. In doing so, she has transformed her relationship with one of the firm’s “trickiest” clients. Maxwell and I worked together on communicating to clients his trust in June’s abilities. June now takes the lead in many client and team meetings.

Tim developed a better job of vetting his prospects and executing on a follow-up strategy with his most qualified leads. He now initiates more conversations with potential clients, in informal settings. Several of these conversations have led to meetings and/or signing on new clients. We coached on seeing the world from the other person’s point of view and utilizing meaningful, impactful wording. Tim uses those skills to engage and intrigue his listeners. Originally he saw himself as more of a low key personality, rather than front and center. In preparing for our Speakers Labs, Time re-discovered his innate talent and savvy risk-taking ability, which can set him apart as a speaker. He is developing presentations with the mission of capturing his audience.

Theo learned how to use mirroring to build better rapport, even in emails. He has used this skill to win back disengaged parties. Once anxious about taking the lead in meetings, he now has a solid plan to prepare key points in sequence and tailor the level of detail for the client. He now knows how to spot and diffuse potentially hot-button moments. Theo has used all these skills and his newfound experience to focus on putting the client at ease. In addition to clients turning to him more and more, Theo has begun creating a series of in-house tutorials for team members to learn some of the more intricate areas of financial planning.

Maxwell and his team continue to spearhead newfound success.

The outlook for 2016 is that they’ll have their best year yet.

Less…

Story 2

Danielle breaks free and blazes her own trail

Story 2
Danielle, a passionate trainer and coach, wanted to leave her current position and develop a brand of her own. Having attended, “Make Your Mark,” with our powerhouse guest panel, she came away full of excitement. She knew she had a calling, but was not sure what to do with it. She reached out to me and decided on a short-term coaching package. Her unbridled enthusiasm and positivity proved to be an amazing combination. More…

In just over a month of coaching, Danielle:

  1. Got clear on what she saw for herself
  2. Shaped her message and tailored her target audience
  3. Rehearsed and fine tuned her instruction style
  4. Created a networking plan
  5. Began outreach to key contacts who could affect her career path

In less than a year, Danielle launched her coaching services brand with a new website and pioneered a training program for one of the largest luxury brand health club companies in the US.

Less…

Story 3

Ed, Lane, Mike and Andrea regain client trust

Story 3
Having missed several deadlines for releasing enhancements to their technical platform, a global financial services company wanted their next client update, via webcast, to address the recent issues and to reignite client confidence, which had started to dip. The messaging was extremely delicate and the marketing and technology departments struggled with integrating the messages requested by the client-facing teams.

After working on the script for several weeks and with less than one week until broadcast, their marketing team lead for the webcast, Andrea, reached out to us. Thanks to several understanding clients, I cleared my calendar and spent the next four days and several evenings collaborating with Andrea via phone and email. She had been working closely with all stakeholders on the messaging and was instrumental in our revisions. More…

I arrived onsite on Monday to continue preparing both content and coaching the speakers, Ed, Lane and Mike, for their mid-week broadcast.

Everyone banded together to co-create an extremely successful broadcast.

Ed, Lane and Mike:

  1. Took the coaching on their delivery to heart
  2. Responded like champions under high-pressure circumstances
  3. Supported each other’s best performance
  4. Handled extremely delicate messaging with charisma and elegance
  5. Refueled their clients’ trust

Feedback from webcast attendees’ and the in-house business partners were excellent. Clients reported back that they understood the explanations given and were enthusiastic about the road ahead. It was a turning point that set up several more successful webcasts to follow for the rest of the year. The speakers continue to use the best practices taught to warm-up for their webcasts and coach each other for other speaking engagements.

Less…

Story 4

Jerry took his audience from Tuned Out to Totally Engaged

Story 4
A premier voice in Agile software development and project management, Jerry often packed the room on his reputation alone. He was contracted by a leading, UK based training company to deliver their content to their US based client. Upon giving the first of what would be many, multi-day trainings, the client indicated to Jerry that many attendees did not recognize the value of the course. The contract between the UK training firm and their client was substantial. Dozens of intended trainings faced an uncertain future.

Jerry knew he needed to win over his audience.

With just over 48 hours before his next course, Jerry emailed me and we coached via phone.

Over the next two days, we: More…

  1. Honed the content and delivery
  2. Re-tailored everything to be audience driven
  3. Reviewed techniques to engage and win back disengaged audience members
  4. Re-engineered his opening to encourage participation and shift the audience’s perspective of the content toward recognizing its value

And perhaps most impressively, Jerry rehearsed his introduction over the phone for close to an hour. That rehearsal enabled him to nail the opening WITHOUT scripting it.

While already a giant in his field, Jerry dove into changing his focus from the subject matter to his audience. He overcame the hurdles of rehearsing over the phone (not easy!) and dedicated his efforts to serving the course attendees. Jerry never gave up on making the information meaningful for his audience. Even on the final day of the training, people came up to him to tell him that they “got” his message.

Result? The client was very happy and there are many more trainings scheduled for 2016.

Less…

Story 5

Colleagues collaborate and win back big business

Story 5
After 20 years of faithful service, a large financial services company was told by one of its major, longtime clients that they were considering taking their business to a competitor. The client had invited several of the top firms to make pitches to win their business.

Susan, who headed up the client-facing teams, all highly seasoned, knew they needed to bring something new to their client, both in their message, and in the way it came across. She and Richard, who had a key relationship with the client, connected with Ted in marketing, who reached out to me. More…

The account amounted to approximately $20 million in business and each contending company was told they had 4-6 hours to make their pitch. Over the course of about two weeks, I met and worked with an extraordinary group of presenters and support team players. We started with conference calls to discuss how we would develop a standout experience for the client. In the course of the two days onsite, it was an honor to be part of the process as:

  1. Patricia, Ted and their team took the group’s ideas and turned them into slides
  2. Richard put together one of the most comprehensive client profile primers I’ve ever seen, which we leveraged to personalize the presentation at every opportunity
  3. Shelley, Jason and their team’s co-presenters spent hours refining the tech demos and incorporated my feedback on the spot

Multiple teams collaborated tirelessly to develop the most compelling message and create an atmosphere in the room that would make them the clear choice.

How did the pitch go?

The client renewed their contract. There was a great deal at stake and too many people to name contributed to this win. The teams involved in the successful pitch are starting 2016 with renewed excitement about the partnership with their client. What’s even more exciting though, is that they are already brewing ideas about how they can utilize the concept of designing audience-centric experiences to enhance their upcoming client presentations.

Less…

Share