Case Study:
Vibrant Accountancy
Proten Sales Development was chosen by Vibrant Accountancy to help the whole team improve how they engage with clients, uncover opportunities to provide more help support and improve the client onboarding process.
INDUSTRY
Accountancy
FOUNDED
2019
RESULT
Improved Client Onboarding
They want to be an arm around the shoulder of the client; supporting, guiding, comforting, pushing, smiling and celebrating every success along the way.
“The workshop helped us refine our client onboarding process in a way that frames the processes for the team. Above all, it has given us clarity in our processes, it ensures that we put our clients first.
By arming the whole team with the same skills it now also means that I don’t have to do all of the discovery meetings!”
– Bev Wakefield, Founder
– Bev Wakefield, Founder
The Challenge
Vibrant Accountancy’s founder, Bev Wakefield is driven by a desire to help her clients exceed their goals. But to do that she, and her entire team didn’t just need technical accounting skills, they also needed the soft, personal skills to help clients understand and acknowledge where they want to get to, understand what’s holding them back and then help the client develop the plans, strategies and actions required to achieve their own unique set of goals.
Following discussions with the team prior to the workshop it was clear that the team lacked confidence in their ability to sell and upsell, were unsure how to justify the fees being charged especially if a client pushed back, they were concerned about handling objections from clients and were worried about not giving away valuable services and advice for free.
The Approach
We ran a one day, onsite “Client Engagement Skills Workshop” in September 2024.
The session focused on understanding the real value that clients derive from the services that Vibrant offers. Then we introduced a systematic approach to running client meetings that enables the Vibrant team to maintain control of the discussion, uncover new opportunities to provide additional help to the client and then gain agreement to start work in a new and enhanced way.
The underlying theme to the session was enabling the team to avoid being seen by clients as a “pushy salesperson” but rather as a business partner with a genuine interest in providing the best possible help and guidance.
The Results
As a result of the workshop, Bev has been able to update and improve the client onboarding process to focus more on helping the client achieve their unique set of goals whilst avoiding being seen as pushy sales people.
The session has also opened up new ideas within the team around how to engage more fully with clients and potential clients, it’s given them a library of questions they can use to uncover opportunities to provide more support, it’s given them confidence in how to talk to clients, it’s empowered the team and reframed how they view their relationship with clients and the true value that they deliver.
As one team member replied when asked if she would recommend the workshop to other accountants and businesses….
“Hell yeah! Because it was informative, quirky and interactive plus I felt comfortable and not judged”.
The Client’s View
“The workshop helped us refine our client onboarding process in a way that frames the processes for the team. Above all, it has given us clarity in our processes, it ensures that we put our clients first.
By arming the whole team with the same skills it now also means that I don’t have to do all of the discovery meetings!”
Bev Wakefield, Founder – Vibrant Accountancy
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