More notes from Managing the Professional Service Firm…
- He identifies 3 vital categories of practice development (i.e. marketing) activities and what percentage of time to spend on each:
- Broadcasting (writing papers) – 10%
- Courting (forming a client relationship) – 25-40%
- Superpleasing (Going beyond satisfaction to delight) – 10-15%
- Nurturing (Spending extra, non-billable time to understand client needs) 30-35%
- Listening (…to the market, to develop services) – 10-15%
- User groups (review future development ideas with a group of clients)
- Reverse seminars (have client come in to talk to us)
- Attending client industry meetings (with the client)
- Market research
- Senior partner visits
- Engagement team debriefings
- Systematic client feedback (e.g. survey)