IBA Annual Conference Sydney 2017

8 Oct - 13 Oct 2017

Parkside Ballroom 2, Convention Centre, Level 2

Session information

Grow and keep your clients cost effectively: Pippa’s RAINBOW strategy

Wednesday 11 October (1430 - 1730)

Parkside Ballroom 2, Convention Centre, Level 2


Trouble starts when your clients feel that they are being taken for granted. It costs much more to win new clients than to win more work from current clients. In addition, your clients can be your greatest referrers and ambassadors. We will work together on how to: • meet client expectations; • understand what clients mean by wanting ‘added value’; • anticipate and prevent problems; • deal with difficult clients; • turn complaints into opportunities; • increase the quality and quantity of work from your clients; • strengthen and deepen your relationships with your clients; • use client feedback to enhance service delivery; • handle challenging fee discussions; • cross-sell between your firm and the client; • prepare a client relationship management strategy; and • implement your client relationship plans.

Session / Workshop Chair(s)

Pippa Blakemore The PEP Partnership LLP, Reading, England