Speaking is a Sport: Train with Us.
CASE STUDY
BUILDING STRONGER RELATIONSHIPS
Meet Our Relationship Manager.
BUILDING STRONGER RELATIONSHIPS
How does our training specifically help individuals and companies create stronger client relationships?
Here’s a qualitative analysis that helps answer that question.
This is a breakdown of a role-play we conducted with a relationship manager at a top financial firm during one of his training sessions. During the role-play, this manager missed multiple opportunities, though he did some things well. For example, when confronted with a question he wasn’t confident answering he avoided the trap some might fall into of fabricating an answer or pretending to have expertise that he didn't.
RELATIONSHIP MANAGER:
“To be perfectly honest, I’m not sure about that, but I’ll get you an answer and get back to you.”
Gk Coach:
He was transparent* about what he didn't know, which is a great start, but he missed a crucial opportunity. Can you guess? We showed him a video recording of his role-play, noted the good moment of transparency, and also pointed out that he missed a chance to learn more about his client, specifically how best to communicate next steps.
*Want to learn more about transparency and why it's vital to creating strong connections? This video from our Remote Communication program is a good place to start.
How does our training specifically help individuals and companies create stronger client relationships?
Here’s a qualitative analysis that helps answer that question.
RELATIONSHIP MANAGER:
“To be perfectly honest, I’m not sure about that, but I’ll get an answer and get back to you. When would you like me to be in touch? And what’s the best way to reach you — phone, text, email?”
Gk Coach:
Much better, right? Now he knows how to get back to his client, but he's missed perhaps the most crucial opportunity to create a stronger connection while demonstrating a clear understanding of what the client needs. And what does the client need? Help. We played back the video one last time so he could see exactly where he could improve. Then, using those same kinesthetic tools, we taught him how to use this crucial moment as an occasion to introduce a colleague and tee up a cross-selling opportunity.
With this new awareness and those new skills he was able to do this:
RELATIONSHIP MANAGER:
“I’m not 100% certain about that question, but you know who would be able to give you some really astute ideas on that? [colleague name]. She has a remarkable knowledge of [product]. Would you like me to connect you two? And what’s the best way to reach you — phone, text, email?”
This relationship manager was able to turn a dead-end street into a highway.
“To be perfectly honest, I’m not sure about that, but I’ll get you an answer and get back to you.
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