client service

This is why my husband and I had an argument on top of a steep hill

An incident from my recent holiday served a useful reminder of the importance of checking assumptions and clarifying exactly what a client wants. A long steep hill loomed My breathing was becoming heavier and heavier and even more laboured. My chest was screaming for my to stop. My legs were aching from every sinew. Then, …

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5 secrets to confidently and successfully give clients bad news

How to give clients bad news As a professional advisor, e.g an accountant, lawyer, or consultant, there are always going to be times when you need to give a client some bad news. The challenge is always how to deliver the news in a way which makes you feel confident that you can cope with …

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The ultimate guide to dealing with difficult or emotional clients

How many times have you thought that your job would be much easier if you didn’t have to deal with clients? The reality of a client-facing role in the professions is that difficult or emotional clients come as par for the course. I was running a training course on LinkedIn last week where one of …

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Business Development Clinic: why even the best networkers don’t win business from networking

In this Business Development Clinic, we consider what you need to have thought about and researched, BEFORE you go networking – even if you are meeting the right people. Let me tell you a true story of a good friend of mine. Let’s call him Steven. He took the decision to move from the relative …

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Business Development Clinic: Actions speak louder than words

This is the third blog in a series by Martin Bragg, highly experienced business development expert with 20 years experience in professional service firms. Martin has worked in business development for major international law firms including the magic circle and for accountancy practices in the big four and beyond. (See here for Martin’s 1st and 2nd …

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