by Robin Dicks | Sep 20, 2023 | Uncategorized
It’s very noticeable that we’re seeing some increasingly common and important themes from feedback given by clients of professional services firms. Hugely abbreviated, the key needs are these: Better project management Better communication of progress and status More use of technology to allow self service and ‘close to real-time’ information updates Client contacts of firms are under pressure to achieve speed, and efficiency. Firms that don’t get this are going to lose...
by Robin Dicks | May 27, 2020 | Robin's Blog
A couple of weeks ago our car – probably like many others in the last few weeks – had a flat battery. The thing about modern cars is it’s a lot more complicated than it used to be, you can’t just stick jump leads on any more. In the end it necessitated two different people from two different organisations coming out. I’ve no idea which one was more technically adept, as I struggle to tell the difference between a spark plug and an exhaust pipe. But one guy coughed into open air, and kept rubbing this nose, and was pretty blasé about social distancing. The other had gloves, had clearly sanitised stuff, was respectful of distance, and had clearly thought how to communicate and show me how to do stuff, again at a distance. Who do you think I’d use again? It’s a blunt example, but enabling customers to feel safe and secure in dealing with you is going to be a big deal for a...
by Robin Dicks | Aug 22, 2014 | Uncategorized
For most professional services firms, successful growth remains driven by how well aligned marketing, business development and the activities of fee earners are – and, of course, how well they are executed. But it’s not a perfect world: what is there is a gap in the key activities you cover, or people duplicate effort, or the person responsible for the activity doesn’t have the skills (or desire) to do it? Effectiveness declines. Accountability, ability and appetite. Not all is lost if you don’t have all 3, and people can still drive results. But you do need to understand where people are at and how to maximise the impact of what you do. How can you optimise the effectiveness of all the people involved in the marketing and BD effort? Phil Gott, my colleague in the Winning Firm Alliance, and I have created a diagnostic which very inexpensively and quickly identifies how the whole firm, a practice/team, or an individual can really enhance the results from their activity. Contact me if you’d like more information on 44 (0)7940 886677 or at robin @ thrivingcompany.co.uk ...
by Robin Dicks | Jul 16, 2014 | Uncategorized
We recently completed a study titled “Big data – the truth in professional services” as part of our focus on capturing what really drives results (rather than what is “hyped”). We found that big data may now be a cliché BUT effective data management to aid better decision making by a firm, and the provision of better value to clients, is unequivocally important. Also interesting is the sheer variety in approaches being taken by different firms, partly based on very different starting points and objectives. However, any firm that generates high value for the firm and/or clients from its data management efforts performs these 4 “SECT” aspects effectively: Strategic vision, programme management, sponsorship and accountability Effective education and engagement Clearly defined data needs, referenced to clients and the marketplace The right choices about data items, processes and people How does your firm...
by Robin Dicks | Oct 21, 2013 | Uncategorized
Once again at a speaking engagement this month I asked delegates to flag up the key challenges in their firm, when it came to extending relationships with clients. These were some of those flagged: Fee earners discomfort in broaching subjects where they are not “expert”/preference for working on “what’s on the desk”/fear of failure Fee earners not wanting others to talk to their clients Current “modus operandi” is working as individuals or in silos Difficulty in gaining shared agreement on approach I’ve prepared a short document with ideas for resolving these – just contact me if you’d like a copy...
