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In today’s episode of ‘From the eLearning Trenches,’ we ask one of our learners what they could do differently to get a client over the line with new services:

“We had a situation recently where a client of our audit department approached us to assist with transitioning to a cloud based bookkeeping software. This would have involved a complete overhaul of the business’ processes for reconciling takings, creditors, and payroll. The proposal was informal & involved as much training and support as was required as well as the initial set up of the software. The client decided not to go ahead with transition. I believe this failed for a few reasons:

  • The client knew that there were time savings and efficiencies to be made from the change however they did not feel as though they had the time to invest initially in training and establishing the file. A more detailed formal proposal would have helped overcome this issue as the client would have had a clear picture of what needed to happen and when.
  • The client initially started to show reservations when we were discussing costs. The client must answer to a board of directors who may not have recognised the advantage in making the move to the new software. Again, a formal proposal that outlined the advantages could have been given to the directors to help overcome this.

There would be value in revisiting this as the client knows they need to implement a change to their current process.

Feedback from our experts:

  • Getting clients across the line with new services can be a challenge, even when both you and the client can see the need.
  • Perhaps the timing simply isn’t right for the client, who has other priorities. Maybe the client doesn’t see the value for the fee that will be charged.
  • Possibly the decision is being made by a board of management who don’t all see the value of the service.
  • Certainly a detailed proposal presented face to face to the client will always help.
  • Don’t cut corners by emailing a proposal when you ‘think’ the client is onboard. A face to face presentation will identify any roadblocks that you may not have uncovered.
  • Finally, always revisit a proposal that you know will help the client. Eventually, you will get them over the line.

This assessment task and response is taken from the Path to Partnership eLearning Course.
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