Client Care - A Team Approach

Hello and welcome to you. Listening lines of the States will program. It's part of the keynote serious, which is a highlights to give you over you on to share two years. My name is Matt Kind. I work here W limited remarking, training, consultancy, specialising legal sector. You'll find more and more about us. Okay. What's this program all about? Well is designed as a program to help you chance, my dears Teen. But then the outcomes that we're gonna be looking at this 2030 program is to cover quite a high proportion subject. But to give you more deaths, there is workbook. That's probable polio. But you're able to access. Have a look at any chair around my team. By the end of this 2030 minute programme, you will know what makes what complete deeply. That doesn't matter where they set up a multinational front office for for you. I want to talk a little bit about why firm it's not what you do. That's probably plenty straightforward. Like you do it. What is it? Advising clients buying to get so if you understood what team skills your people bring, you build teams. I want to be exactly the same. We pretend partnership off doubles doesn't different skills. Tens, of course, but they common crucial aspect of it. So what is your team bringing to the to meeting with that in mind? How do you give a team breaks your market share Very simple to help you with that. And they will look engagement. How come Get yourself more engaged to look up kinds. That's much. So without any more ado, let's get on the team. Shit idea. This is balance leadership. This is a tool that came from the center of each of studies Europe. Number of years ago used This Been inspired by this very simple picture. No one is on the rise. I'll take you through. You're gonna be staring your business. You drive forward. Well, is your steer The steering wheel needs you bang in the middle. So think about that. You're in this. There are three spokes to first of all. Where are you going? Leaders know where they go. Managers follow the leader. Leaders know. So we need to set some goals and sense of purpose. Good ideas. Some Ford vision. I don't like mansion speaking mission statements. So before we get a clear picture of what off. This is the first part of conversations I have with a guy just to cyclically what's gonna look like in 235 of its kind. What you're trying to achieve when going help firms. It comes established as businesses. That's really important aspect. Only you know where you're going. How do you know when you're being needs to know where you're getting your go? So what measures do you have your team off? Because my financial for the rebel nations, when your team by him to its measures off before what numbers With you, it's kind. You need to know where the plants satisfied. Just knowing that I m complaining is not quite the same. There's nothing there. So we'll explore some of the members. Well, there's two good spokes. Nobody's gonna balance. So how do you do things? How did you find your culture? What words you used to explain what you're about. I'm sure. Like many of us evolving retail, you could take any international retail national retailers like supermarkets and define the culture that being quite different from others, so understanding that culture is very cool and then for you in the middle means to keep these three in balance, not just banging all about someone with a great future without knowing what nations are not banging on about the numbers without knowing whether it's moving in the right direction, not being completely touchy feely culture way using around here like going in. Yeah, So what you got losing balance than the links are very important. If we look at the link between your sense of purpose results, results is outcomes for clients. Results are outcomes for stuff, results of outcomes, businesses, different results. They know their names. But if we understand what the business is trying to achieve, we know what measures performance of that. Then, of course, we need a way to do things. They will be there and therefore systems some of your systems enhances some of your systems are soft systems case management system, ounces soft systems, whether when somebody your client canteen finished work on the ground for the next piece will help somebody else sounds. That's a thing to work as a team to solve problems. Roland say somebody calls can call back. What was it about? They know I can take a message. It's a better. And then I think, the thing that really works. And I do a lot of work with days law, big agency firms, and it's really interesting link between what they're doing, their vision on how they do it. Passion's there to give the Islamic society access to justice. I think that's extreme. But is that there for a passion in your client care team to look after each other, go themselves? So what I'm giving you and I'm not gonna go through great detail, a series of questions any it's likely to think about. I talk about with your team. Don't be limited by this question. But if you are thinking about regime sense of purpose, what about a character? Is it clear to you and your team? If I spoke to some of your part time supports, now they have the same view. Then why not? Is it and through firm are key goals? Do they reinforce things? It's very, very important questions. More important, of course, let's look at the culture waiting dosing. How do you find I've worked with different cultures, different levels? Is it a colony? The partnership, maybe one level senior fielders are number junior Fear Trainings, paralegals. Our third, they don't share the same culture. Senior admin accounts finance I t may be closer to departure than some of the other, sometimes out that they may function way. And then you get junior supports often. Well, what about the Colvin explained. What about codes Come down. Yes, of course, there are living up to the values which is behaving quite important to get the culture right. And then, finally, when it comes to measures with lots of so assessing performance, it took just money. Doesn't make a lot of money reflect your visual ST suppose, which may, of course, have some ethical and professional standards. Vinent. How are you measuring whether people live up to those ethical standards? We have a program in Siris looking ethics and professions. Make some. Is that information on the way we do Things shared. Your large family won't know when you go engagement, trade, war stuff getting catch because program P view or whether he really changed. What about the information client satisfaction? Not just the tick box questionnaire, but also other engagements that you have to get a picture of things when the commission issues I give you here doesn't so far different things to think about communication in contacting degrees, which they work as it look. A team, skills, creativity, innovation. That means do they find better Ways of doing things were better thing to do to solve problems on itself. Motivate plan, cont relationships important. Imagine your skin. How do you measure when you live up to the expectations of your staff? What about market activity? That's a lot of things to think about. Do you remember when it comes commission issues, what gets measured gets done. So there are three very important parts of team leadership and lots within that you get a little help improve things. There was nothing joined up thinking that you may have. Let's relate this they to your core beliefs is part of that vision. Sense is getting your wife. This is really quite an interesting what you do. Let's have a look at this. Conventional firms will be very clear about what they do, how they do it somewhere deep within it is the I know, having worked big, why is very common? See if you take an example, Notes computers. Uh, they turn it around away. Most beautiful say what we do is to make great computers user friendly, beautifully designed and easy used by one. But I have been spy doesn't get to the Hubble want you give me people don't buy what you do. They buy why you do it. That's really very, very cool. So let's turn it around and explore what it might look like for your and let's start with the boy. Besides, why now? If you take Apple computers nice, but everything we do we love to sandals. States quit butting in our product user friendly beauty way. Just happen to make great computers now, I guess because, Uncle yeah, computers and other devices that they have, you're likely given penetration apple products that you have some off products provide, said the wines Fundamental? How do bad is what's behind it all. And then what do you think That way. But we do know why. That is why, when they don't new iPhone, there are people camping on the streets of Constable like trying to hold that who's, I think message out in the appropriate fashion. So what is the why? Why are you? It's because you have great lifestyle money. Well, I hope you're successful business. Of course I do. That is why that is what people come for. People ask us about. Thanks. What's the wind days dating girls to share the knowledge information to help you improve your business. That's why that's why I do what I do, I thought enjoy the idea of sharing knowledge improvement. The why behind that is that everyone jack in the economic prosperity that good businesses bring good businesses provide services to clients like lost competencies, air sustainable away. So have a think about that and see if you can get to that story and use some of the most to explore that. So what are the takeaways marketers jokes here about Big Mac and three takeaways? Market is well, first of all, step back. Think about your What is it? Why is it you do it? That is, that power is that very deep within. It is a him bottom of page, for most that's communicated to your kinds and incorporate that wine. Those team briefings because then everybody singing from the same song sheet and therefore brings those same efforts to decline function. That's very important. Then think about the other marketing copy webpages about things like newsletters, rocks and Facebook. Page views zone the information or various departments. Yeah, Do they re explain why there, as for me, is not what what you do for it is a differentiated between you teams. Girls, obviously very important. What is it that your team didn't want? They bring, And that's one of the here is I think it's very worth exploring. I don't like to talk about me. If you have a look at the notes, you'll find a question and that for you to complete for yourself and your team and to look at the team skills what the questionnaire does. That sort of behavior is that you sometimes often rarely do, obviously the sometimes or often ones, the ones looking at here to decide what is that you bring to your team. And indeed, what no team members also bringing party as well, so quite a useful device they're on. But let's just talk very quickly. What the various styles are, what we're going to do the best practice here, recognize the teamwork. Questioning is going to give you a view of yourself role the role within work place. Wait at home may be quite different. Nothing say environment. So think about your work situation. Then what about your colleagues? When they can understand their team skills neighboring, then bring that to discussion. So what's it all about? What? The question is a to do list. Identified teams need to have a variety of different people within them to do various jobs so listed here on five off. Um, they need coordinators who get people working together, making sure things work well. They need collaboration within teams so forth to make sure functions. So it's working together that support anyone. Find out you also need those who will challenge the status quo challenge performance raised game. So have a look. See who your team brings. There will be those who just get on, get the job done well, because that's very, very important to make sure it doesn't spend all his time meaning those meetings, but actually does get down the lead people fancy. It's very thought. What's going on on Make sure attention to detail done, and then others were going to be the support for the group to make sure the conflict point, and what I've got here is to produce a Model 14 engagement that come from Belding Building Team rolls. It's 12 13 different characteristics. Bit complicated. We'll be. This is a lot quicker, clear on What you're finding is that people bring a variety of different things to bear dependable team there in But as we're seeing here, get big collaborating, raising performance, focusing on getting the job done getting details. Now make sure there's conflict when you got a team that has blamed of those, and you'll be better in some areas than others in other areas. If you're gonna bring a good team to get your team, then how Look see what schools are walking. Various tasks have to be allocated to. That team will know who is best place to take on that council. Have a look and seeing how that help you improve your I think the team approached. Marking is also something worth bearing nine. When it comes to care because if we think about what marketing is the Charges Institute of Marketing defined marking as manager process responsible for identifying, anticipating that that story customer requirements, probably so customer is willing. That's what's the most important words in there for you. Well, Shure identifying what kinds won't be ahead of the curb, displaying their needs satisfying client needs making money. None of that happens. We'll have being a management process. So while my first career e business was to be marketing brand management, pharmaceutical marketing, marketing for law firms, I realized none of the activities marking happen without manager since White evolved explored much more managing the functions, just techniques. But when you, uh, some of you, I'm sure, studied marketing, maybe undergraduate available exporting some of them you. Then there is something called traditional marking. Myth has been around for a long time for peace. Common development in the sixties, you thought, What is the product? Keep you out of jail card product. Move your house product. We've got a defend you in something product. We have a price that we're going to charge you out places or whatever extreme. Now dreams change the pricing well, and how are we gonna make this available within office in High Street? That's our place of business and publicity. That's what most people think about promotion business. Well, that's four, please. Marking Koplik in seventies and eighties realize that price need to be served service. So he extended his ideas about peace. Seven please to include people live with the client service, physical evidence of your reception, waiting room itself and so forth. Meeting drives is generally Jane, for example, on then there is a process. It's a process of excel processes and sq m processes right processes established. But all that's very well. The problem I have to. Some people live in the products. Can't decide the prices for seventies manager because the office is the mark of publicity. Eight. Just groups of people and the physical evidence to Dekel environment may also be building that matter. And then somebody 90 or somewhere does the so proceedings. Well, where's the joined up thinking there It's problem is that all of fact marking distributed very poor coordination is very difficult management process. So what? I've done myself, John Room says, Look, this more modern perspective to market. Thanks what I've got here. This is where you'll find in the notes very simple sheet used to explore. What it is that your client wants is when we look at the traditional market mix. Where was time to know that this is England. I put sensitive everything on there. Take the kinds of you. What is it that customers do? They van effect and will make a home visit to sort out writing will initially paid greens or something like that. What is the customer? Van Isn't your available 24 7? What is being valuable? And then what is the cost of ownership? Engagement? Cost of energy. Name me. Travel around ship found miles. Just give your office impact Accessibility, wine cost engagement I could buy cheaply by Well, it's a cost of ownership. Customer value are very And I've sooner pay for higher value conveyancing having right beneath the past in a more convincing on price It wasn't done correctly, so very important to get those two on. Then what is it that makes it convenience? The online accessible the emailing the communication media we have nowadays Engagement makes for convenience on that certain on Bashar clients concerned they want to be communicating with Listen to as much as promoted to sort of dialogue to raising And I don't care who do you engaged with what they could do to support the common core competency the skill sets comes a framework in achieving the fresh old standards of his minimums. Attained practice elicited cooperative supports. Got to do care, work very, very cool. And then from a kind of you it's no transaction basis, really importantly, relationship over time relationship with conveyancing, shorter on matrimonial making longer and some clients that you have to help him in time. Time again may be much extended. So that's very cool, then finally wants the context. It's a personal matter. It's a family matter. Business matter, relative of somebody so say for context, it's so important. The context of business owner context, this plane. So explore the notes a thing. Take it between your client type. Maybe it's campaigns. Maybe it's a maybe it's John can't on try and view it from the client's point and complete that table. Seven areas on. Explore what it is and then decide whether or not your teeth are actually also Junie in exactly the same way because joined up thinking means everybody looks at the communications off things that matter to clients. And then you will see that individuals like you, Fiona perhaps, will have some involvement in for those air seven. There's areas if you're in client care, what is it that customers value when they visit? What is the value when they visit the reception area? No, the engagement. What information about why my convenient lots of communication. They're good at what relationship? You real context of what's going on. No, my daughter, that understand the context of a mother whose doors is going through a matrimonial daughter. So look at those things from the teen, give you and you'll improve your marketing. Prove your client because supports don't climb here is absolutely fundamental. So very, very client professional standards called When we look at the manager principles, think about those which ones of those have an impact on me care issues. So we didn't be embarrassing delegates on the PSC by asking right down beginning and print schools to see how they find well, how many of those can you right now without being prompted? But then think about these manage three principles of how many bones care that's supposed to have a role to do. They may not be involved in rule of law and justice, particularly. Do they have to work integrity? Yes, Do they have to make sure independence is compromised. Well, maybe to a lesser extent, Fiona's kind interests absolutely serviced, and it's absolutely trust, absolutely. Their obligations about taking cash perception about paying bills, clothes or things. Obviously, very poor happens within next. Do you support staff? Have some issues to do with governments and mystics were having a critical failure. Yes, you'll see, because you diversity absolutely well, they know what they are. Protected characteristics. The situation is that coastlines money ingested so quite a lot to think about. Think about being obsessive about clients. It's quite interesting to explore relates within that nothing is being obsessive clients doesn't make for quite a big difference. When short firm operates, there's another things. Time listening. Well, I've sat in waiting rooms of law firm waiting to see some start things about business development. I've noticed that clients were reception areas well on the support start, of course, are going to be listening in a swell, so that's very, very important. Senior for members must take action with what's going on, not just leave it to the front of our very, very important, because it starts talking through the whole firm. So throughout the organization. Top to bottom. What about responsiveness to client needs? How many how long people get left in the waiting room before they get seen. Those response times back to phone calls. Things I've had my own stuff complain about that all day There. So is organizing this that well, saying that things internally? Well, I might spit out extent so important things how much training your support staff had facing. Are they seeing this maquina print? What about those business women's? What rewards of engaging a so much as there is a contributing to that becomes very important? Let's think about more obsession. Uh, what about response making business? How long do you get back to have a course to have concerns complain? Complaint mechanisms in place? What about those promises? Are they always? Yes, I'll call you today and you apologized the next day. Seniors calendar expect, like focus to make sure that they're having those meetings with from time to time. Commercial service quality is what it's all about and know that they're always complaining. The perception with time has come. So lots of the program or keynote paying with three communication skills, things that some of your skin. Siri's do. We can deal with issues. It's, I think, very carefully, about world stuff because they represent the firm. They know what they explain. Why marking advocacy means every member stuff. Do the elevator pitch powerful businesses about that one or two. 62nd summary of what business All about. Who does what. I have met some really good yourself. Firms want to perhaps better means well, so yes, they need to be well presented. Professional, actually. Behave. It's obviously very important. Uh, course. Never. Occasions Brian Perception asked to see them in the apartment appointment. Two o'clock. Kept waiting. Court close to I went back to reception agency. Mr. Mr A is here. Yes, for left. A message for him. What? I mean, that message for Mr Voicemail. Well, doesn't know I'm here. Turned out the magic pot down. Cardinal, do something. Waiting for you to arrive obviously was a message. She just thought leaving voicemail would be sufficient. She has been a Muppet. It could have been so support staff and make sure that they're texting decisions. Make sure they can solve some problems. Make sure they have training. They they know what's going on. else to help with conversations, Reception, which highly skilled, trained and so forth but often look training, support attention. I think they are very important because they are, after all, first contact with I, wrote an article being published. Number journals practice practicable and so forth that look client can programs that were useful. Arm of the chair round Your firm has four key aspects to it. Very number hands announced that kinds of business wanting their situation. Seven scenes marking took a failure start. Then senior managers will be committed to make what's required and make sure that he's going through service. And throughout. If you're not supporting a client, directly support someone that is that very back office stuff. Counting function very, very making sure that it's not a one size fits all there is. There's a team approach means flexible to help solve problems. Quite a lot of been through there, but I hope that sparks of thoughts and ideas hope that since my and have a look a little bit more into the work, but their share some of those communications with your staff, take the bullet points and then explore in team meetings to discuss regular basis about facing function that makes life better for firm, makes engagement so much better and indeed makes the star so much better. Healthy plants and gums Because, after all, you and I are both in the problem solving business. So, no, is it for this particular part of the program? Just a quick reminder of what we've covered things that you could look at. Take the concept of team leader to your work area and explore what's going on there. Talk about why sense of purpose. Look at the teen skills, more people than the team approach to marketing and make sure that supports golfer engaged as mentioned before. If you want to get to talk about engagement, over 20 or so staff members and we could help you. So thanks very much to beautiful taking time out to have a listen to this program. 30 Joint plant here. Programa put here for you today I think Take a speak you're seeing on the next you know program from flexible by phone