The Power of Relationships Whats Your Difference That

The Power of Relationships: What’s Your Difference That Makes A Difference!? ! June 29, 2006 Presented by: Lynda C. Mc. Dermott, CSP Equi. Pro International 420 Lexington Avenue, Suite 1712 New York, New York 10170 www. equiproint. com / www. lyndamcdermott. com

Current and Future Customers 2

Our Goals Ø Ø Ø 3 Increased Increased customer experience customer satisfaction and loyalty client referrals average sales revenues

Objectives • Understand the approach for building client relationships used by successful Tanner Consultants • Identify the strategies and skills required to become a “trusted advisor” to your clients • Use new and powerful communications skills to advance client relationships and loyalty • Develop a Plan of Action for leveraging your client relationships for stronger client loyalty and improved sales results 4

“Shifting Your Competencies” Consciousness Hi 5 Lo Conscious Incompetence Competence Unconscious Incompetence Competency Hi

The Profile of Success Process “What’s the Difference that Makes a Difference? ” SUCCESS BELIEFS SUCCESSFUL EXPERIENCES 6 SUCCESSFUL RESULTS! SUCCESS PRACTICES SUCCESS THOUGHTS

What Beliefs Support Your Success? Which beliefs do you hold most strongly and contribute to your success? § § Which beliefs do you hold that may be keeping you from being as successful as you could be? § § § 7 §

Tanner Consultants Top 10 Success Beliefs and Thoughts: I Believe: Ø The Tanner Company is giving me a quality product and providing me the support I need Ø Product knowledge is important, but customer relationships are essential Ø I must strive to constantly improve my performance Ø Discipline and preparation are important for success 8 Ø My goal is to make a customer feel special

Tanner Consultants Top 10 Success Beliefs and Thoughts: I Believe: Ø The more I learn about the customer the more I can meet her needs Ø My role is to create a long term relationship of trust with my customer Ø The better I listen, non-judgmentally and guide with judgment, the more successful I will be Ø I am passionate about my job Ø I must go beyond the call of duty to serve my customers, no matter how much they spend 9

The Tanner Company Customer Relations Profile of Success GOALS COMPANY • Will to Succeed • Values • Disciplined • Product Preparation RESULTS Personal Professional Financial CLIENT SELF RELATIONSHIPS • Passion • Desire to Serve • Purpose • Trusted Advisor 10

Tanner Consultants Top 10 Success Practices: 1. Be prepared: Know the Collection; know the fashion trends; know your customer’s buying history. 2. Establish goals 3. Be creative in your approach for marketing to and meeting new prospects 4. Listen hard to identify a customer’s needs, concerns and preferences 5. Be solution-oriented—provide options and guidance 11

Tanner Consultants Top 10 Success Practices: 5. Build a following of long- term and loyal customers 6. Go the extra mile for service excellence 7. Take full responsibility for solving problems-Don’t blame others 8. Show your passion for the company, the clothing and “your calling” 9. Be committed to your success and continuous improvement 10. ? ? ? Lynda [per my message – missing #10] 12

Developing Your Unique Client Service/Relationship Approach STOP (What Beliefs/ Thoughts or Practices that don’t serve me well) 13 START CONTINUE (Which new (What I Ideas/Practices I already do that need to adopt) works really well)

Elements of a Trusted Advisor Do I Consistently: 14 Never Sometimes All the Time 1 Focus on my clients, not myself See my clients as my co 1 -equals Listen without pre 1 -judging 2 3 4 5 6 7 Remember everything about my clients 1 2 3 4 5 6 7 Understand the preferences of my clients Act dependably 1 2 3 4 5 6 7

Elements of a Trusted Advisor 15 Do I Consistently: Never Sometimes All the Time Offer different perspectives 1 2 3 4 5 6 7 Not force things on my clients 1 2 3 4 5 6 7 Give options and recommendations and let my clients choose Act authentically Always have my clients’ interests at heart Develop long term personal client relationships 1 2 3 4 5 6 7

WHAT IT MEANS TO BE A TRUSTED ADVISOR Do you: 16 • Know how much each of your clients spend with you? • Know how many referrals each of your clients have given you? • Know the strengths, fears and needs of your highest potential clients? • Know how you can use your unique calling card to enrich the relationship that you have with your clients? • Have a plan for making a difference I the relationships you have with your Doncaster clients to turn them into loyalists

Your 100 -Day Plan What is a “ 100 Day Plan”? • A TOOL to help translate your strategies into work plans that will provide you with the discipline to implement for successful results. • A COMMUNICATION VEHICLE for clarifying what your intentions are and for tracking progress against your goals. • A ROADMAP through the critical first few months of change Today 17 +30 +60 +90 100 Day Mark

Key “ 100 Day Plan” Activities for a Tanner Wardrobe Consultant WARDROBE CONSULTANT 100 DAY PLAN Activity Action Items Suggested Comme Timing (Days) nts 0 - 30 - 60 - WARDROBE CONSULTANT 30 100 60 DAY 100 PLAN 18

Key “ 100 Day Plan” Activities for a Tanner Wardrobe Consultant (Sample) WARDROBE CONSULTANT 100 DAY PLAN Suggested Comme Timing (Days) nts 0 - 100 30 -DAY 60 -PLAN CONSULTANT Activity Action Items WARDROBE 30 19 Set goals for last half of 2006 x Identify top 20 client “loyalists” x Write “request for referral” letters to loyalists Do an event with another client service provider, e. g. financial planner 60 100 x x

Thank You!! If you would like to see pictures of this presentation, and leave feedback for Lynda Mc. Dermott go to: http: //www. lyndamcdermott. com/tanner/ 20

Bibliography • Hug Your Customer by Jack Mitchell, Hyperion: NY, New York, 2003. • Selling the Invisible: A Field Guide to Modern Marketing by Harry Beckwith, Warner Business Books: NY, New York, 1997. • The Little Red Book of Selling by Jeffrey Gitomer, Bard Press: Austin, TX 2004. • The Loyalty Effect by Frederick F. Reicheld, Harvard Business School Press: Cambridge, MA 1996/2001. • The Trusted Advisor by David H. Maister, Charles H. Green, Robert M. Galford, Simon & Schuster Inc. : UK, 2001. 21

Learning Products From Equi. Pro International, Ltd. Books World Class Teams: Working Across Borders Author: Lynda Mc. Dermott, Nolan Brawley and Bill Waite Caught in the Middle: How to Survive in Today’s Management Squeeze Author: Lynda Mc. Dermott Audio CD World Class Teams: Build A Bridge – Extend a Hand! Author/Speaker: Lynda Mc. Dermott The Leaders’ Legacy: Lead Your Life…Don’t Just Live it Author/Speaker: Lynda Mc. Dermott The Courage to Sell Your Difference - Author/Speaker: Lynda Mc. Dermott e. Books Leadership Lessons for Graduates Author: Lynda Mc. Dermott World Class Teams Series™: Are You Ready for World Class Teams? Author: Lynda Mc. Dermott World Class Teams Series™: What’s Our Need for Teamwork? Author: Lynda Mc. Dermott World Class Teams Series™: Team Process Assessment Author: Lynda Mc. Dermott, Certified Speaking Professional lmcdermott@equiproint. com 22

LYNDA C. MCDERMOTT, CSP is President of Equi. Pro International, Ltd. , a New York City based international management consulting firm which specializes in the strategic development of organizations and their employees. Her experience involves over 30 years of line management, and internal and external consulting. Mc. Dermott began her career as line manager, and then an internal consultant with Ohio Bell Telephone Company, AT&T and Ernst & Whinney. She began her external consulting career with E&W as Manager-in-Charge of Human Resources Consulting, and later served as a Director for a national Human Resources and Organizational Consulting Practice for KMG Main Hurdman. Over the last twenty years her firm has provided consulting services in strategic planning, leadership, team development and executive coaching performance management, 360° assessment, business development, change management and organization effectiveness in a wide variety of industries. Her client list includes such companies as Pfizer, Hearst Magazines, Biogen Idec, Pricewaterhouse. Coopers, Ermenegildo Zegna, Standard & Poor’s, Novartis, Sanofi Aventis, Du. Pont Women Lawyers’ Network, and Willkie Farr & Gallagher. She has served on the National Board of Directors of the American Society for Training and Development and has been their Torch Award Winner. Her firm has received two ASTD “Excellence in Practice” Citations for their groundbreaking work with global teams in over twenty-five countries and for their innovative “Build Our Business” program. She has also served on the Board of Directors of Girls Incorporated (Formerly Girls Clubs of America). Ms. Mc. Dermott is a frequent speaker and is co-author of the best-selling book World Class Teams (John Wiley & Sons, Inc. ) and author of the best-selling book titled Caught In The Middle: How To Survive and Thrive In Today's Management Squeeze (©Prentice-Hall). She is a Certified Speaking Professional with the National Speakers Association and has appeared on CNBC, Wall Street Journal Radio, National Public Radio and in numerous business publications. Mc. Dermott serves on the adjunct faculty of INSEAD in Fountainbleu, France and for Stony Brook University’s EMBA for Law Firm Management. Ms. Mc. Dermott is a Phi Beta Kappa graduate of Miami University and has a Masters of Science in Organization Development from Bowling Green State University 23 Equi. Pro International, Ltd. 420 Lexington Avenue, Suite 1712 New York, New York 10170 (212) 573 -9046 / lmcdermott@equiproint. com