Know Your Client

Know Your ClientIn our conversations with service providers we regularly ask our clients: How well do you know your clients? On many occasions the typical response is I know my clients pretty well? theyve been with us for x years. In our experience that retort is not always the response of the service providers clients.

The rules are changing for knowing and engaging your clients. Clients expect to have an experience that mirrors their internal behavioral belief system around how they like to be served. Anything short is missing their expectations. But how do you know their behavioral belief system? You do it by understanding how they are wired for communication.

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74 Seconds

Doesnt seem like much time, does it?? What can you do in 74 seconds and how could that amount of time be meaningful in your life?? Just ask world-class cyclist, Janel Holcomb, current #1 NRC Womens Leader, and she will tell you that it means a lot.Janel Holcomb

Holcomb was going into the final stage of the Cascade Classic down 74 seconds from the leader.? She had not won any of the first four stages. But she had consistently placed in the Top 10. The only exception was the day before the final stage where she finished #21 in the time trial: one of her two areas of expertise.

At this point, she could have let a negative talk track” affect her performance by saying the other riders are better than me.? In fact, on paper, many of them are. They are past Olympic gold medal winners and the majority of them started as a professional cyclist at least 10 years earlier than Janel.

But on the morning of the final stage of the Cascade Classic, Janels team coach looked at her and said, Do you want to play it safe, get some decent points to add to your score, or are we going to go for it?? It was like she just unleashed some penned up dogs, Janel said.? I just looked at her and said, Lets GO FOR IT! This is the last race that has significant mountain climbing and elevation, which is our specialty, so lets just do it.

The entire team rallied around the mission.? And guess what, not only did Janel make up the 74 seconds from the leader but she went on to win the entire race!

When I saw Janel, she was like a ballerina on that bike sailing along effortlessly and gracefully, while the others seemed to struggle.? Despite not winning any of the stage races, she proudly wore the yellow jersey!

So, how can we use the 74 seconds theory in our business life?

Wherever you are at right now in your business, you have to truly believe in your heart that you will get to your next level.? No looking back at the stages and previous results.? Only by managing your behavior can you truly move into the ranks of the champions.? Focusing on knowing what you do best and then executing to those strengths will allow you to soar!

This requires you to manage your inside game as well. Refuse to give energy to those negative talk tracks we play in our heads:? Wow, I didnt do that well yesterday, not many sales for the month, not many callbacks from my prospects.? Where are all the quality clients?? Am I ever going to get to the level of success I am capable of?

You will find yourself winning the BIG races, because you said to yourself and your team, lets go for it!? As the leader of your team, you keep a positive inner dialogue and carry your team, each hired for different talents, with you.

Difficult markets and economies will come and go. Just like there have been many struggles along the path for Janel. Injuries have sidetracked her professional career for months at a time. But she has remained strong in her inner game and every day she puts forth the effort in the seemingly mundane task of training with her coach.? Every task, every day makes a difference; never forget that fact, whether in sports or in business!

How do I know all of these details?? Janel Holcomb is my niece and she continually inspires me to my next level of success.

Visit the DNA Behavior website to learn more about our solutions for improving your personal and business performance.

Providing Unique Client Experiences

This post is part 8 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication and provide unique client experiences.

Behavioral Insight 8: Providing Unique Client Experiences

(Click here to read the previous posts in this series).

Once Chris had an introduction to the communication keys for each Communication Style, his next concern was about providing unique client experiences. He could see that adapting to different communication keys was very important. However, he understood that the real game changer was customizing the client experience. If he could do that then the value proposition of his service would increase, along with the sustainability of revenues. Chris asked, How can I use this knowledge of Communication Styles to customize the service experiences for each client? I have 2 other clients I would like to impress: Helen Jones, who has a Lifestyle Desire, and Joshua Connor, who has an Information Need.

To get Chris started, we provided him with a summary of the DNA Client Experience Guide, which is below. The guide provides inside tips on how to customize the service experience for each type of client.

DNA Client Experience Guide

The 2 clients Chris wants to customize his service for are complete opposites. Helen by nature is very impressionable and will enjoy a real fun and interactive experience. This will not naturally be Chriss style. Chris will likely succeed with Helen up-front because she wants to know that her goals will be achieved. However, over time Chris will not provide the social element Helen is looking for, and eventually she will be attracted elsewhere. The key here is that John gets involved and he interacts with Helen, and Chris reverts to providing his wisdom and experience from behind the scenes, meeting with her only at key times.

Review the Client Relationship Performance in the New Behavioral Economy White Paper for additional information and keys to providing unique client experiences.

For additional information on increasing engagement of others, visit our Communication DNA Website.

A Process for Building Your Quality Life

Currently, there is an increasing trend toward people searching to find greater meaning in their lives. Gradually, more and more people are having the courage to do it and not just talk about it. But it can be difficult to understand the steps that need to be taken to find more meaning without a plan, and understanding where you are ‘now’ and what needs to be done to reach your quality life goals.

financial dna, dna discovery, financial plan, financial discovery, financial motivations

On August 1st, we released the DNA Quality Life Discovery Process to uncover individual strengths and struggles in overall life and financial settings. This process addresses the challenges that people have by helping to establish exactly what the goals are and understanding how to achieve these goals by managing behaviors.

The Quality Life Discovery Process uncovers Quality Life drivers that, in addition to your financial behaviors, are core to your life purpose and setting your Quality Life Goals. This process is foundational to building Quality Life Performance.

I would encourage everyone to discover who they are and what would provide the greatest meaning in your life. Remember getting there is a building process and will not happen overnight. Putting a plan in place is the key to start with and thereafter you can manifest it step by step over a number of years.

To learn more, please visit our DNA Behavior website and learn how you can get started with building a quality life.

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Will We Live to 150 Years Old?

Sonia Arrison tells us that living longer lifespans will affect all aspects of society.? In her book, 100+ , Arrison acknowledges that doubling ones lifespan and working years may sound overwhelming, however economists at the University of Chicago have demonstrated that longer lives mean greater wealth. I believe this could be attributed to greater self-awareness about who you are and how you make life and financial decisions.

Knowing your own patterns of behavior will increase the opportunity to build sustainable financial investment plans. As a rule, getting below the surface to understand your real financial motivations and investing comfort levels can take a long time. How are you optimizing the integration of your life and finances for enhancing your life long Quality Life Performance?

Click here to read the Q&A with Sonia Arrison.

To learn more about DNA Behavior Solutions to align life and finances, click here.

The Team Adapts to Different Communication Styles

This post is part 7 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication and provide unique client experiences.

Behavioral Insight 7: The Team Adapts to Different Communication Styles

Earlier in this series, Chris mentioned that now that Frank Butler had become a client, he wanted the Coddington client service team to start interacting with him. So Chris asked us for the scripts of how each team member should communicate with Frank. Chris also mentioned that he had recently taken on Craig Moon as a client, and Craig had a Stability Need communication style. Craig would be served by the same team as Frank Butler. So, Chris could see that it was imperative that his team keep focused on the differences. (Click here to read the previous posts in this series).

It was encouraging that Chris could now see the benefit of adopting a behavioral approach to client engagement. We said that the first step to rolling this methodology out across the client base was for each team member to be aware of his or her own natural DNA communication style. Otherwise, how would the team member know how to adapt to each client? So you can see below the scripts for how Chris and each of his team members would communicate with Frank Butler and Craig Moon.

What you can see from these scripts is that because Chris is also a Goal Setter, he should have no problem serving Frank. There will be instant connection and respect. However, the biggest adapting challenge will be for Sarah, who has a Stability Need. Sarah will need to toughen up and learn to be more direct when dealing with Frank and accept that he may be cold at times. The relationship would be helped if Frank knows to be calmer with Sarah and respect that she will be providing him with a very reliable service.

Adapting Communication

Dealing with Craig Moon is the opposite. Chris will have to substantially adapt his communication style to serve Craig successfully over a long period. The challenge for Chris will be when Craig calls up at a pressured moment for Chris. Chris may unconsciously not give Craig enough time and warmth. After a while Craig will think Chris is not approachable, and the risk is that when an intimate discussion is needed, Craig will go elsewhere. The saving grace can be Sarah, who must be regularly interfaced with Craig at the front end of any interaction as she can provide the warmth needed. This is more food for thought that Chris needs to consider in managing his client service approach. Chris is now seeing that his whole business is being driven by behavior.

Communication DNA Styles, Team Communication, Communication with Customers, Adapting Communication

What are your thoughts? For additional information on increasing engagement of others, visit our Communication DNA Website.


To Learn More, read the full Client Relationship Performance in the New Behavioral Economy White Paper.