All For One: 10 Strategies for Building Trusted Client Partnerships

323 Pages·2009·2.99 MB·English

by  Andrew Sobel

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Additional Praise for All for One
“The concepts in Andrew Sobel’s All for One are powerful and essential.
The best professional service firms understand that achieving the position
of trusted partner should be the goal of all of their efforts at building client
relationships.Sobel’s10strategiesprovideaveryclearpathtoachievingthat
goal—forindividualprofessionalsandfortheirfirms.”
—PeterT.Regan
ExecutiveChairman,TheERMGroup
“AndrewSobelhasonceagainbrokenimportantnewgroundfortheprofes-
sional services industry. All for One is a masterpiece that delivers dozens of
pertinent examples of how the best in the business build trusted client part-
nerships, and all professionals can learn important lessons from it. My one
regret in reading the book is the knowledge that my competitors also have
accesstoit!”
—DonaldLowman
ManagingDirectorandBoardMember,TowersPerrin
“In today’s marketplace, deep personal and institutional relationships have
never been more important. In All for One, Andrew Sobel sets forth com-
pelling relationship strategies for both the individual and the organization,
and supports these strategies with insights into the how-to that is so often
missing.”
—MichaelS.Hamilton
Partner,ChiefLearning&Development
Officer—Americas,Ernst&YoungLLP
“All for One offers high-impact, practical advice on building enduring client
partnerships. Andrew Sobel once again shows us his amazing empathy and
insightaboutclientrelationships.”
—JaideepBajaj
ManagingDirector,ZSAssociates
“AllforOneisagreat,practicalguidethatprovidesaninvaluableframework
forbuildingenduring,trustedclientrelationships.AndrewSobelhasdelivered
an essential read for all professionals, one that is deep with insights, advice,
andleading-edgebestpractice.”
—DianaBrightmore-Armour
ChiefExecutive,CorporateBanking,LloydsBankingGroup
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“Trust is the grail for the professional advisor. And never has it been more
important or elusive. In All for One, Andrew Sobel offers a master-class in
building business relationships. Drawing on the experience of leading com-
panieshelaysoutaclearpathtoachievetheultimateadvisoryroleastrusted
partner.Amust-readforanyonewhopurportstogivebusinessadvice.”
—AndrewLaurence
ChairmanWorldwideCorporatePracticeCommittee,Hill&Knowlton
“Even the best relationship manager can learn from Andrew Sobel’s All for
One.Itclearlydemonstrateshowthebestinstitutionalclientrelationshipsare
developed,andsharespracticaladvicethatbusinessbooksoftenpromisebut
rarelydeliver.”
—MarkRead
DirectorofStrategy,WPP
“All for One lays out a highly practical framework for building a culture of
relentless client focus and focusing a firm’s human and financial capital to
deliver real value to clients. Enduring client partnerships are essential to fi-
nancialandreputationalsuccess,andAndrewSobeldeliverspowerfulinsights
abouthowtosystematicallycultivateandsustainthem.”
—JamesBardrick
Co-Head,GlobalIndustrialsBanking,Citigroup
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A L L F O R O N E
10 Strategies for Building
Trusted Client Partnerships
ANDREW SOBEL
John Wiley & Sons, Inc.
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Copyright(cid:1)c 2009byAndrewSobel.Allrightsreserved.
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ToMaryJane,Christopher,Elizabeth,andEmma.
Thanksforthelove,laughter,andsupport.
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Contents
Introduction: Transforming Your Client
Relationships 1
PART I
A Road Map for Building Trusted
Client Partnerships
1 Reaching Level 6: Trusted Client Partner 13
2 Employing 10 Integrated Strategies 25
PART II
The Five Individual Strategies
3 Strategy One: Becoming an Agenda Setter 35
4 Strategy Two: Developing Relationship Capital 59
5 Strategy Three: Engaging New Clients 85
6 Strategy Four: Institutionalizing Client
Relationships 111
7 Strategy Five: Adding Multiple Layers of Value 131
vii
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viii CONTENTS
PART III
The Five Institutional Strategies
8 Strategy Six: Targeting the Right Clients 161
9 Strategy Seven: Building a Client Leadership
Pipeline 173
10 Strategy Eight: Promoting Collaboration 199
11 Strategy Nine: Listening to Clients 237
12 Strategy Ten: Creating a Unique Client
Experience 247
PART IV
Frequently Asked Questions and
Conclusion
13 Answers to the Most Commonly Asked Questions
about Building Client Relationships 267
14 Conclusion 295
Index 299