This program empowers managers to be fully engaged
and have the necessary motivation and skills to deliver your firm’s full potential.

Paul Shrimpling

The
Remarkable
Client
Manager
Programme

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Key question, key outcomes...

You secure the future profitability and future growth of your firm, only when your clients are loyal, recommend you more, buy more from you and are happy to accept regular price increases.

All these important results depend on the behaviour and mindset of your client manager group of managers (and directors).

When your client managers improve their client manager skills, your firm’s results improve.

Could you be doing more to build your client managers skills and mindset?

Where do you start?

One of these three work-elements is most likely to result in a recommendation to your firm:

  1. 1
    The technical quality of the work your team generate
  2. 2
    The speed and timeliness of the work you deliver
  3. 3
    The care and attention for each client and their business

The technical quality of the work and the timeliness of work matters for sure. But strong client care and attention preserves and builds client loyalty even when timeliness and quality falls short. Client care and attention is the most likely source of referrals, just as the opposite, perceived indifference, is the most likely reason clients leave a firm

The financial payoff you seek

Because better client managers deliver better client care, it pays to consider investing time, money and effort in building client managers skills and mindset.
The 4 big payoffs from better client care are:

  • More new clients won through referrals – typically referrals also convert easier and at better prices than new clients from other marketing efforts
  • Greater willingness to pay price increases, ensures greater fees and profits with no extra work
  • More clients, that might have left, stay loyal and add fees and profits to your firm
  • Any additional services an existing client buys adds fees and profits too

These 4 big client manager payoffs can help you build fees per full time employee and build your firm’s profitability. All because you invest in your client manager skills and mindset.

A 5th payoff? More skilful client managers can also mean the firm’s future growth is less reliant on existing partners and directors. More skilful client managers build greater succession into your practice. A 6th? Investing in client managers means they’re more likely to stay with your firm.

Ultimately, when your managers are more effective at client management, your firm will be better placed to achieve the fee and profit growth you seek.

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Testimonials

Without any doubt, the shift towards a new way of pricing and a new
way of managing client meetings has profoundly and positively improved our profitability, cash flow and growth.
– Wayne Hockley, Anthony Russel

The Remarkable Client Manager Programme builds skill, builds mindset and builds results over 24 months...

Here’s what you can expect from the first 3 sessions of The Remarkable Client Manager Programme in year one:

  • Responsibility, expectations and KPIs – it’s often less than clear what’s expected of a successful client manager. Also, it’s often taken for granted and therefore unclear to your wider team what expectations your clients have of your firm. When clarity is achieved and client manager KPIs are transparent, everyone can better meet and exceed your clients’ changing needs and expectations. Everyone then knows how to deliver and earns the right to referrals, price increases and additional services being bought.
  • Client meeting success with every client - Get brilliant at the basics of meeting management to establish and build a trusting relationship that creates client loyalty. How do you best start and finish a client meeting? How do you establish and build a trusting relationship that generates deep client loyalty? How do you bring certainty and predictability to client meetings?How do you demonstrate you’re on-track with all your client interactions?
  • Conversation success with every client - Conversation is a fundamental human skill. How do you construct client conversations that are memorable for all the right reasons? We’re all skilled at conversation to a point,
    like we’re skilled at driving a car. But if we’re to drive an F1 car at speed, our driving skills must be developed much further. If we’re to be skilled
    at F1-level client conversations these skills too must be developed further rather than taken for granted. Advanced question skills; Advanced listening skills; Validation, understanding and empathy skills, all transform client conversations and trust.

By the end of year one your managers will be stronger and more confident in all client meetings. Their performance as client managers will be transparent through the KPIs they report. Tangible differences and improvements with many clients will be recognisable. And in year two...

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Testimonials

Emma and Karen have embraced a better way f pricing and a better way of managing client relationships. As a natural consequence we have grown fees and profitability and made the firm’s success much less reliant on me.

– Robert Cooper, Willis Cooper

  • Profitable pricing and value conversations – part 1 – In this session your client managers will unpack the principles of difficult conversations and build the skills and mindset for mastering the pricing conversation with clients. They’ll then extend these skills and investigate how their new insights apply to conversations about chasing payment (debtors); big client decisions; client dissatisfaction; client behaviour change and other challenging issues.
  • Profitable pricing and value conversations – part 2 – Pricing is only half the conversation. The other half is about value to the client. This session will unpack what it is that matters most to clients and how the client manager can best demonstrate value and earn the right to greater trust, better prices and cross-sales.
  • From existing clients to new clients – Your client managers are now ready to apply the human conversation skills of client management into prospect meetings. Working together to build a prospect meeting plan, key questions and the best way to manage a prospect meeting sets them up for further career options in your firm.

Every session is delivered through a blend of roundtable exercise-driven learning and practice that builds client manager skills and manager motivation and mind set. Each session will have the managers doing much of the work rather than the facilitators, so that skills are enhanced at every workshop. The follow-up Teams sessions further enhance manager knowledge, implementation and results.

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Improve your firm’s Fees per Full Time Employee
Equivalent (FFTEE)

Work out your number of full-time equivalent employees (eg 5 x 4-day-week people are the equivalent of 4 FTEE). Then divide your firm’s or your team’s total fees by your FTEE.

We work with firms with FFTEE from £65K up to £160K with some pursuing more than £200K.
How does your firm’s current FFTEE stack up?
What do you want it to be?

Because this client manager skills programme builds client loyalty, increases cross-sales, improves price increases and results in new high-value clients it acts as a driver for FTEE growth and profitability across your firm.

Invest in client manager knowledge, skills, habits and mindset and you start to improve your firm’s financial results.

A toolkit to last a lifetime...

Throughout The Remarkable Client Manager Programme your client managers will be hard-wiring the use of frameworks to use as their ‘tools of their trade’. Every session will build skills around simple learning frameworks they can use and refer to time and time and time again.
Knowing when and how to use client manager frameworks is at the core of the repeatable client manager skills and habit development. All designed to nurture real change and real improvements in results.
IMPORTANT: Every session is designed to help client managers put their new-found insights to work immediately after each workshop – we ask you
to support and encourage your client managers to use and share these frameworks. Like all good tools, they help build good client manager skills and habits – as long as they use them..

Keeping it personal...

A minimum of 8 and a maximum of 12 client managers make the programme intimate enough for everyone to see and feel the progress at every session.

4 outcomes demonstrate the programme’s value for your firm:
  1. Increase the pride and sense of progress as a client manager in your firm. This builds engagement across your most influential group of managers, builds their loyalty and commitment to your firm and builds knowledge you can cascade across your firm
  2. Because your managers are clearer about what’s expected of them, what’s expected in client relationship management and how they and their team can make a difference, you can expect client loyalty scores to improves
  3. With a deeper client-centric view of working in your accountancy firm you’ll start to see innovation ideas, suggestions and progress that delivers better client care. Client loyalty and the resulting growth in fees and new clients are the measurable outcomes
  4. Just one or two saved clients, a little additional cross-sales or stronger price increases will pay for this programme. And then maybe one or two new clients from referrals you would not have otherwise seen, will mean you turn this client manager skills programme into a profit generator –this is the minimum you should expect
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The 24 Month Programme

3 senior leadership check-ins during the 24 months
1-2-1 support sessions if requested

Months 1 to 12

Months 13 to 24

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What does the time commitment look like for your client managers?

Spread over a 24-month calendar your client manager group will experience the following:

  • 6 x 1-day workshops at a convenient location – on-site or off-site – 3 each year. A modest amount of time will need to be allocated for preparation work in advance of each session.  Outcomes of each session will also involve briefing one or more senior leadership team members on content, outcomes, KPIs and commitments to help support the programme
  • 6 x 90-minute follow-up group zoom support sessions within 1 month of each workshop to ensure follow-through on the workshop
    commitments. We may ask for an additional group zoom support call if more follow-through is needed
  • Peer review and next-steps sessions between every workshop help ensure the learning is put to good use by your client managers and ensures every group Teams/Zoom support session is of maximum value. This process also builds greater responsibility and ownership across your client manager group independently of this programme
  • 3 x senior leadership check-ins during the programme to ensure we have strong-enough connections and support from the senior leadership team through to the managers
  • A resource library of ‘Business Breakthrough’ insights your managers can use and share with others (team-members and clients) branded for your firm and to each manager

OPTIONAL:

  • A series of 1-to-1 support sessions to suit your firm’s specific ambitions and needs for the individual managers (for example: as many as 4 x 1-to-1 sessions per year or as little as 1 per manager each year)
Your investment...

The program costs from £250 per client manager per month for 24 months (from £3,000 per manager per year). The price varies depending on the number of managers attending and your chosen number of 1-to-1 support sessions.
You can opt for a programme specific for your firm or ask your client managers to apply for the next scheduled open programme.

100% peace of mind guarantee...

We are committed to this money-back guarantee because it’s vital that we are accountable for results, not just training activities. This also means we will be serious about the accountability and support for your client manager group.
IMPORTANT: We may ask a manager to leave the programme if the follow-up action commitments repeatedly fail to happen.

If at any time you feel that the programme is not meeting your needs, then you can stop and receive up to 12 months of the fees paid back in full. This means you can start with confidence knowing that, if at any time you or your managers are concerned about the value your firm receives, you can call an end to the programme and ask for a refund.

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FAQ
  • Is this an open or closed programme? – if you have 8 to 12 client managers or more you may want to consider a closed programme for your managers only. If you have fewer than 8 client managers you can ask them to join the next open version of the programme with managers from other firms.
  • Client managers leave and client managers start – how do you accommodate client managers joining part-way through? New client managers coming into a programme that’s part way through works fine as we treat each session as a standalone piece (although we reference previous content). We’d encourage them to join a suitable open programme to get the other
    elements of the learning and skills development that they’ve missed.
  • What happens if a manager leaves our firm? If a manager on the programme leaves your firm, we will naturally reduce your monthly payment going forward. Or you can add another manager to the group.
  • How do we ensure that every manager gets value from the programme? Because the programme is focused on building skills and habits and installing KPIs to show progress, you will be able to see, experience and measure their progress starting from session 1
  • Can we specify a different running order of the programme to suit our firm’s specific needs? For a closed programme unique to your firm yes you can, although we’d like to talk this through to ensure we’re working together in the best way possible
  • Can’t we compress the programme into 12 months? Yes you could but your managers would be overloaded with skill improvements and still  need to do their day job
Your next steps...
  1. Set up an expectations and outcomes Teams/Zoom call to agree on key areas of focus and to better understand The Remarkable Client Manager Programme
  2. Agree who from your client manager team and at least 1 from the senior leadership team will be involved
  3. Agree a start date and schedule pre-work for the managers’ first session
    on Responsibility, expectations and KPIs

Please click the 'Find Out More' button and fill the form to set up a no-obligation expectations and outcomes call to discuss your needs and whether this programme suits your firm.

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The
Remarkable
Client Manager
Programme

Learn how The Remarkable Client Manager Programme can help your firm

To enquire more about how the Remarkable Client Manager Programme can work in your firm get in touch here with any questions and Doug or Paul will be in touch.

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