1. 1
©
Barolsky
Advisors,
2013
©
2009
Beaton
Research
and
Consul=ng
Pty
Ltd
A
Good
Hard
Look
A
strategic
audit
of
your
firm's
cri7cal
client
rela7onships
A
profit
growth
ini=a=ve
for
professional
service
firms
offered
by
Barolsky
Advisors

2. 2
©
Barolsky
Advisors,
2013
"Insanity:
doing
the
same
thing
over
and
over
again
and
expec6ng
different
results."
Albert
Einstein

3. 3
©
Barolsky
Advisors,
2013
Some
ques7on
to
consider
• Are
cobwebs
the
only
things
growing
around
some
of
your
"Growth"
clients?
• Are
some
of
your
client
rela=onships
you've
designated
as
"Rising
Stars"
or
"Future
Leaders"
or
equivalent
stagnated
or
even
declined?
• Are
you
are
just
doing
the
same
things
year
in
and
year
out
and
somehow
expec=ng
a
significant
leap
in
revenue
or
profits?
• It's
just
crazy,
according
to
Einstein,
to
expect
different
results
when
you're
doing
the
same
thing
over
and
over
again.

4. 4
©
Barolsky
Advisors,
2013
A
new
service
from
Barolsky
Advisors
• Barolsky
Advisors
is
offering
a
new
service
called
A
Good
Hard
Look
which
aims
to:
1.
Audit
stalled
growth
client
rela=onships
2.
Recalibrate
goals
and
expecta=ons
3.
Advise
on
the
changes
to
strategy,
people
and
processes
necessary
to
achieve
superior
outcomes

5. 5
©
Barolsky
Advisors,
2013
A
fresh,
independent
and
validated
approach
The
dis=nc=ve
elements
of
this
service
include:
– A
fresh
and
independent
view
on
how
to
take
the
firm-­‐client
rela=onship
to
the
next
level
– A
holis=c
approach
covering
mul=ple
perspec=ves
– Validated
ques=ons,
"lenses"
and
analy=cal
tools
– An
approach
that
engenders
stakeholder
buy-­‐in
A
Good
Hard
Look
will
deliver
a
list
of
priori7sed
opportuni7es
and
specific
ac7on
items
to
achieve
superior
outcomes.

6. 6
©
Barolsky
Advisors,
2013
Our
approach
takes
into
account
the
stage
in
rela7onship
lifecycle
and
your
longer-­‐term
strategic
intent
Time
Value
created
for
your
firm
and
the
client

7. 7
©
Barolsky
Advisors,
2013
Strategic
audit
of
firm-­‐client
rela7onship
undertaken
from
five
perspec7ves
or
lenses
[1
of
2]
1. The
context
of
the
rela0onship,
including
client
industry
trends,
the
client's
corporate
and
business
strategy,
their
values
and
culture,
their
future
capex
and
opex
spend,
their
in-­‐source/outsource
strategy,
and
the
nature
and
intensity
of
compe==on
faced
by
the
firm
2. The
client's
specific
needs
and
expecta0ons,
including
iden=fying
the
buying
unit,
their
KPIs,
their
value
drivers,
value
destroyers,
emerging
issues
and
future
needs
3. The
client’s
percep0ons
of
the
firm,
including
their
views
on
the
firm’s
current
exper=se,
service,
people,
pricing
and
value,
the
strength
and
breadth
of
the
person-­‐to-­‐person
rela=onships,
their
willingness
to
consider
the
firm
as
a
provider
across
other
prac=ces
and
loca=ons,
and
the
firm's
poten=al
role
in
addressing
other
unmet
needs

8. 8
©
Barolsky
Advisors,
2013
Strategic
audit
of
firm-­‐client
rela7onship
undertaken
from
five
perspec7ves
or
lenses
[2
of
2]
4. The
strategies
and
tac0cs
used
to
develop
the
rela0onship,
including
what’s
been
tried
and
what
hasn’t,
what’s
worked
and
what
hasn’t,
what
the
key
financial
and
opera=ons
metrics
tell
us,
and
the
proposed
game
plan
for
the
next
12
to
18
months
5. The
people
and
processes
involved,
including
the
skills,
confidence
and
drive
of
the
Client
Rela=onship
Partner/Rela=onship
Manager
and
Client
Team,
and
the
internal
systems
and
processes
used
to
prepare,
execute
and
review
their
plan

9. 9
©
Barolsky
Advisors,
2013
#4
Strategy
and
tac7cs
–
example
of
audit
tool
UNDERSTANDING
RELIABILITY
VALUE
AFFINITY
+
+
+
COMPLACENCY
=
A
TRUSTING
RELATIONSHIP
Refer
to
Rela=onship
Capital
blog
for
more
detail
What
strategies
and
tac6cs
are
[1]
currently
used
and
[2]
planned
for,
on
these
five
drivers
of
a
trus6ng
rela6onship?

10. 10
©
Barolsky
Advisors,
2013
#5
People
and
processes
–
example
of
strategic
audit
tool
Gets
input
from
the
right
players
to
the
plan
Devises
new
ideas
and
fresh
approaches
to
create
more
value
for
both
par=es
Crals
a
compelling
and
expansive
vision
for
this
client
and
a
clear
game
plan
to
achieve
it
Visualises
a
future
"zippered"
rela=onship
with
many
mul=-­‐level
contacts
Constantly
deepens
understanding
of
client’s
business
and
industry
Reads
organisa=onal
culture
and
poli=cs
really
well
–
both
firm’s
and
client’s
Readily
iden=fies
people’s
hot-­‐
bumons
and
personal
needs
Has
in-­‐depth
knowledge
of
our
business
and
who
is
good
at
what
An=cipates
issues
ahead
and
takes
ac=on
now
Commits
=me,
energy
and
re-­‐
sources
necessary
to
achieve
goals
Recovers
well
from
set-­‐backs
and
persists
Disciplined
in
following
through
on
agreed
ac=ons
Has
no
call
reluctance
Builds
trust
by
good
judgment
and
ac=ng
reliably
and
with
integrity
Inspires
people
by
speaking
passionately
about
the
client
and
our
offer
Gracefully
transforms
the
mood
of
each
mee=ng
to
his/her
advantage
Responds
brilliantly
to
client’s
concerns
and
nego=ates
win-­‐win
outcomes
Is
comfortable
having
strategic
conversa=ons
with
C-­‐suite
Key
competencies
of
a
great
CRP/
Rela6onship
Manager

11. 11
©
Barolsky
Advisors,
2013
A
Good
Hard
Look
–
typical
process,
but
usually
tailored
for
each
client
Set-­‐up
Data
and
doc
analysis
Internal
interviews
Client
interviews
Synthesis
Workshop
R'ship
and
profit
opport-­‐
unity
ac=on
plan

12. 12
©
Barolsky
Advisors,
2013
Tailoring
the
approach
• Barolsky
Advisors
is
happy
to
tailor
the
approach
to
suit
your
specific
needs.
This
tailoring
may
address
or
include:
– Varying
the
number
and
format
of
interviews
– Co-­‐crea=ng
the
audit
process
with
firm
representa=ves
– Tailoring
the
deliverables
to
ensure
outcomes
are
reflected
in
client
plans
– Changing
ques=ons
asked
of
clients
to
fit
with
current
surveys
– Working
with
exis=ng
360
degree
or
performance
management
data
to
assess
client
management
competencies
– Adap=ng
the
process
to
include
training,
development
and
coaching
elements
– Development
of
long-­‐term
Rela=onship
Capital
scorecards
and
tracking
KPIs
– Advice
on
client
development
strategy

13. 13
©
Barolsky
Advisors,
2013
Lead
consultant:
Joel
Barolsky
• Joel
Barolsky
is
Managing
Director
of
Barolsky
Advisors,
Senior
Fellow
of
the
University
of
Melbourne
and
Associate
of
Mt
Eliza
Execu=ve
Educa=on.
• Joel
is
interna=onally
recognised
as
an
outstanding
advisor,
facilitator
and
educator
to
professional
service
firms,
prac=ce
teams
and
client
rela=onship
partners.
He
is
an
expert
in
business
strategy,
client
rela=onship
strategy,
marke=ng.
business
development
and
pricing.
His
facilita=on
style
is
engaging,
passionate,
sensi=ve
and
outcome-­‐focused.
Joel
has
spoken
at
numerous
industry
conferences
and
is
frequently
quoted
in
the
professionals
services
press.
• For
16
years,
Joel
was
a
Principal
at
Beaton
Research
&
Consul=ng,
Australia’s
leading
advisor
to
professional
service
firms.
• Joel
has
consul=ng
with
over
100
of
Australia’s
top
professional
service
organisa=ons.
Over
70%
of
his
client
are
repeat
clients
or
come
directly
from
referrals
from
exis=ng
clients.
• In
2012,
Joel
launched
the
highly
successful
Rela=onship
Capital
blog
which
provides
fresh
insights
in
how
to
grow
cri=cal
client
rela=onships.

14. 14
©
Barolsky
Advisors,
2013
Interested?
Please
contact
Joel
on
0417
305
880
or
joel.barolsky@barolskyadvisors.com