giving clients what they want

Paul Shrimpling, Remarkable Practice

Giving clients what they want…Steps to take to ensure your clients can’t live without you

WiFi: QBConnect No password required#QBConnect

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Paul Shrimpling

Today’s speaker

@shrimpers #QBConnect #clienthabits

After a major bank introduced a credit card for Millennials that was designed to inspire emotional connection… use among the segment increased by 70% and new account growth rose by 40%

– Magids, Zorfas and LeemonHarvard Business Review

After a major bank introduced a credit card for Millennials that was designed to inspire emotional connection, use among the segment increased by 70% and new account growth rose by 40%

– Magids, Zorfas and LeemonHarvard Business Review

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• Clients are more LOYAL…

• Clients RECOMMEND more…

• Clients BUY more…

• Clients PAY more…

Hearts and minds…

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£475,000 of additional cross sales in 12 months

£373K to £500K fee growth in 2 years

£1.5m to £2.1m in 18 months

A remarkable difference?

Time to connect: 1. Share your full name…

2. How you get to work…

STOP

We are what we repeatedly do. Excellence then, is not an act, but a habit.

– Aristotle

We are what we repeatedly do. Excellence then, is not an act, but a habit.

– Aristotle

You are what you repeatedly do. Excellence then, is not an act, but a habit.

– Aristotle

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Practice

You are what you repeatedly do…

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Practice REPEATEDLY…

You are what you repeatedly do…

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2 miles per second?

You are what you repeatedly do…

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2 miles per second?

200 miles per second?

You are what you repeatedly do…

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Practice REPEATEDLY…

You are what you repeatedly do…

REACH. FAIL. REPEAT.

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Practice REPEATEDLY…

AT THE EDGE of your skill level

You are what you repeatedly do…

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Practice REPEATEDLY…

AT THE EDGE of your skill level

With a COACH

You are what you repeatedly do…

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700 students

8 week study course

350 with – 50 minute brain insight

350 without

You are what you repeatedly do…

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Practice REPEATEDLY…

AT THE EDGE of your skill level

With a COACH

You are what you repeatedly do…

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12 vs 52

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£475,000 of additional cross sales in 12 months

£373K to £500K fee growth in 2 years

£1.5m to £2.1m in 18 months

A remarkable difference?

34 days…

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• Least stressful?

• Most productive?

• Healthiest?

• Coolest?

Why?• Fastest?

• Easiest?

• Predictable?

• Cheapest?

Same most days?

Connect again (repeat):1. Share your full name…

2. How you get to work…

3. Where were you when you firstlooked at your phone this morning…

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Who uses technology during meal times?

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Who uses technology during meal times?

Silent Generation(65+)

Generation Z(15-20)

Millennials(21-34)

Generation X(35-49)

Baby Boomers(50-64)

38% 40%45%

52%

42%

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FE

Payoff…

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FE

Payoff…

Fully emotionally connected customers are 52% more valuable, on average, of use

– Magids, Zorfas and LeemonHarvard Business Review

Fully emotionally connected customers are 52% more valuable, on average, than those who are just highly satisfied.

– Magids, Zorfas and LeemonHarvard Business Review

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What triggers do you use to prompt client action?

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Results

Actions & Accountability

Decisions

Recommendations

Information

Data

Get more connected…

Value increases

The Business Breakthrough Accountant

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Results

Actions & Accountability

Decisions

Recommendations

Information

Data

Get more connected…

Value increases

FDFCBK

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Results

Actions

Decisions

Recommendations

Information

Data

Get more connected…

Value increases

FDFCBK

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Results

Actions

Decisions

Recommendations

Information

Data

Get more connected…

70

Results

Actions

Decisions

Recommendations

Information

Data

Get more connected…

Technical

Workflow

Relationship

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Relationship

Results

Actions

Decisions

Recommendations

Information

Data

Get more connected…

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Results

Actions

Decisions

Recommendations

Information

Data

Get more connected…

Connections

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Results

Actions

Decisions

Recommendations

Information

Data

Get more connected…

Triggers

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Triggers

Meeting

Skype/Zoom

Phone

Email

Text

Tweet/LinkedIn/FB

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Connections

Meeting

Skype/Zoom

Phone

Email

Text

Tweet/LinkedIn/FB

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£475,000 of additional cross sales in 12 months

£373K to £500K fee growth in 2 years

£1.5m to £2.1m in 18 months

Remarkable results…

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Practice REPEATEDLY…

AT THE EDGE of your skill level

With a COACH

You are what you repeatedly do…

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1. The number of client meetingsevery week

The most predictive KPIs for an accountant?

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2. The number of mentor hoursevery week

The most predictive KPIs for an accountant?

12 vs 52

Emotional connection pays off…

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Paul Shrimpling

Today’s speaker

@shrimpers #QBConnect #clienthabits

Access the presentation materials via: The QuickBooks Connect 2017 Conference App

orSlideshare at: http://www.slideshare.com/tag/QBCUK17