Frequently asked questions
- I'm a highly capable professional with a good reputation, why do I need a business coach?
- What is an orientation consultation?
- How does the coaching service work in practice?
- Does you consulting style and service offer work for me?
- How much will it all cost?
- What guarantee is there that your service will work for me?
- How do you link your training to the coaching service?
- Do we get off the shelf training or is it customised to us and our ways?
- Do you go on to help with adverts, copywriting and other support services?
- What are the time frames for all this?
- What is the typical client looking for when entering into a coaching arrangement?
- What is your coaching style and approach to taking on new clients?
1. I'm a highly capable & professional business leader with a good reputation. Why do I need a business coach?
Good question, but consider this; all great athletes as well as many ,many successful business people have their own coaches and personal mentors and attest to their value; why not you too? Remember Jim Rohn's maxim, 'Success leaves clues'.
Why is this of relevance to me? Because as the business environment get ever more competitive' it becomes ever harder to remain on top of things. Just as things become evermore demanding so they are become evermore problematic, particularly in the key areas of strategy, sales, innovation, marketing, team building, leadership and general management. Having an experienced business coach really is the way to get to the top; indeed if you want to succeed big time then having a business coach really is a must.
Is that really the case? Yes it is. And whilst its fair to say that you can indeed go on without a coach, the question remains, just how much better would you be if you went ahead working with a coach? Without a shadow of doubt both you and your business will perform at a much higher and far more satisfying level when you work with a coach that really understands your objectives, your current state of play and your business context and who is committed to working with you to put the basics in place and help you to drive to the next level and far beyond.
So what is it the coach is actually providing? A coach provides objectivity, a point of reference; someone with whom, in confidence, you can talk frankly and hold yourself accountable to. They will help you to see the bigger picture, to manage your use of time better and to focus on the most important matters that determine your success. As your personal advisor they are always there for you, in the background, acting as your Marketing, Sales, HR, Training, Leadership, Innovation and Performance partner, friend and confident. The coach is not there to be judgemental but to help you ask the right questions and help you to come to the right judgements as you work to make your goals a reality.
2. What is an Orientation Consultation and why is it necessary?
An Orientation Consultation is the starting point from which all my coaching flows. It provides the framework around which I structure my coaching work.
An Orientation Consultation comprises a one on one session, usually held at your offices, when we go through a rigorous questionnaire geared to outline exactly where your business stands at the present time, exactly what it is you are trying to achieve. I acknowledge that this will often change, after the coaching starts, as expectations rise and new vistas become apparent; in particular, as your marketing starts to bear fruit, as you adopt simple measures to test & measure all key areas of the business; as you start to focus on the things that bear the greatest results and as systemised procedures and processes kick in bringing huge benefits. It is geared to enable me to elicit a full understanding of your current financial, marketing, client-customer, team and performance situation. Having confirmed your situation and that you are ready to make changes the Orientation consultation goes on to address your business goals, priorities & targets for the coming 1, 3 & 5 years.
The purpose of the Consultation is fivefold, albeit much more usually comes out:
- First we determine what you the owner are personally trying to achieve, what is your vision and how the business fits into this vision;
- We then objectively assess the business in terms of where it stands at this point in time. We seek to understand where it has come from and where its going taking its current pathway. We look at the business in regard to five key areas: your overall performance; sales & marketing performance; collective team performance, operational performance and your strategic vision and approach;
- Having built up a picture we then broadly agree, on a prioritised basis, the principal areas where a new approach or perhaps subtle changes are needed to drive the business forward;
- We then look at these prioritised requirements and determine in what specific ways business coaching will be of help; and how this will work best in your specific circumstances;
- I then produce a summary report setting out: my findings & conclusions; the recommended business coaching programme, defined as a month on month action plan of matters to be addressed; I recommend areas where we might initially work to achieve some 'quick wins' to get the process off to a flying start; I set out the sytemised approach that I will use to support you month on month to ensure that all areas of the business are up to par and finally I set out the terms of my risk free 'guarantee' .
The central plank of the Orientation consultative process is YOU. As part of the process together :
- we look at your own personal goals as well as the goals that you've set for the business;
- we analyse each of the principal issues that you're currently facing as well as those that are coming down the pipeline; and
- we look at your approach to working with your team, your clients and your client care approach,
- we look together at your approach and attitudes towards ongoing innovation in terms of your systems, processes, services and your people, we consider your approach to and views on performance review, sales and marketing and all other critical performance related areas of your business.
This is straightforward, personally orientated approach that ensures that you know what is being proposed, what is guaranteed, how things will proceed and what will be our respective roles and responsibilities. In short the Orientation report serves as a roadmap for the coaching service that hopefully will proceed.
3. How does the 'coaching service' work in practice?
Having set the terms for the coaching service within the Orientation consultation report we then commence the agreed programme of coaching.
- The coaching is structured to meet your prioritised requirements based upon achieving the agreed objectives within the time-frames set;
- The work that we undertake together will range from the strategic to the detailed as its all needs based. At the one end of the spectrum this might include advising on the devising of a sales strategy, to the advising on the writing of individual advert headers at the other;
- The amount you will invest per month will depend on the time I spend working with you. Typically I will be expecting to put in around 8 hours per month minimum based on there being at around 5-6 hours one on one direct coaching support; whether this be face to face or on the phone.
- As your coach I am there for you on an as needed basis, not just for the prescribed 8 hours a month basis; in this way when the help is required or the challenges come into focus you have an experienced friend to call. This support is available as part of our contract for up to 3 hours a month; thereafter additional fees will be charged as per my standard terms which will be gone through at the orientation consultation and confirmed in writing in the written report.
The foundation coaching programme typically lasts for 12 months for one very good reason; quick fixes don't make good long-term solutions; scrapping the surface will not bring the long term substantive gains that are sought. Good long-term solutions build over time with frequent corrections needed at the tiller as the voyage progresses; it is here that the coach provides ongoing advice and support. I liken the business development process to being free as a yacht on the ocean waves; we are not to be compared to a lumbering train that is confined to the route the railway lines dictate we take. Changes to the tiller and deft alterations to the set of the sails can make all the difference in the world to results attained and the destination reached.
Over the whole of the 12-month period you work with me on all areas of the business that need addressing on a priority basis and in line with your capacity to make the required changes. Over the one year period you will massively grow in confidence, insight and knowledge. You will delight as targets are met, then exceeded, new stretching targets are set and as you move on to work on new areas revealing ever greater opportunity
The Orientation report typically presents a number of issues that we need to start working on. If the business or practice is still at a fairly early stage in its development these might be of a fairly basic nature whilst well founded longer standing firms may need support in more refined areas; albeit these too often need to go back to basics.
The Orientation report often reveals a seemingly onerous list of things needing to be addressed. Is this an issue? No, and, for a four very good reasons:
- Firstly the attainment of stretching fulfilling and highly rewarding goals is never likely to be going to an easy task; if you set off down the road expect it to be a tough one; the process you will have embarked on is a simple one but it will not be easy... but it will be fun. But remember this, once the operational, sales & marketing and other key systems are set up; and once everyone knows what is to be done and how, on the most proficient basis, the business will start to work wholly without you. Then and only then the work load will be lifted from your shoulders and all the effort you put in during the coaching period to get things in line will have been forgotten;
- Secondly, whether you go ahead with the coaching or not the issues that are identified are going to have to be addressed sometime anyway; unless of course they are of such significance that they lead to your downfall ... as is the scenario for 8 out of 10 businesses every 5 years!
- Thirdly, the simple reality is that as coaching priorities are set and our work together is undertaken step by step, serious benefits start to come through. These may be revealed in a happier more productive team; enhanced revenues and profitability; higher levels of client satisfaction; improved lead generation or conversion of prospects to clients; and whilst the work will have been onerous the results will be considerable and will be perceived to be well worth the effort
- Fourthly, what more often happens, as benefits start to flow through you start to find that you're becoming evermore able to spend more time with the family and to enjoy your leisure without the stress that there is so much waiting for you at the office.
To succeed you must be willing to make the commitment to put in the time and to give the priority to the work and the instruction that comes out of the coaching process.
4. Will your consulting style and your service offer work for me?
Getting the coaching style right with each individual client is something I pay particular attention to. I place considerable emphasis on fitting in with your personal style such that it becomes a pleasurable experience for us both to work together; how we do this best will be an important early stage priority because it is such an important factor.
5. How much will this cost, and I don't just mean the coaching side of things?
Buying into Coaching support is like marketing it is an investment, it should not be seen as a cost; it is an investment in your future success that can be measured; which is something we will be doing right from the outset.
As a hard cost you'll be looking at investing around £18,000 for a year's business coaching support; far less than you'd pay for a PA and with nothing like the level of advice and support available. The sum you invest will pail into insignificance when the financial benefits of us working together come through. My objective is to support my clients to enjoy a geometric growth in profits not just step by step little ones, which are often the hardest to achieve.
As your business becomes both more efficient and effective, as your revenues grow and profitability improves, as your people become happier and more fulfilled, as they work far more productively, as your customers/clients start to appreciate the improved care and service they are offered, as you personally find that you're getting better and better results from working less and less, then the actual coaching costs will be seen to be of negligible consequence in the bigger scheme of things.
Having your own coach is a true investment and one that provides an exceptional return on investment; which, you'd expect me to say, we will measure as our work together progresses.
What other costs are there?
- The biggest cost in the early stages will be the time you will invest in working through the coaching process, doing your homework, getting comfortable with doing things differently and spending time thinking things through, planning and testing and measuring in wholly new ways.
- You will find yourself spending more in those areas of the business where you focus your attention but in the round these costs will be massively offset: by the direct returns on your investment, by your people doing far more of the right things that bear the greatest returns really well; by improving sales and marketing results , by lower levels of staff turnover and by the hugely improved a focus on managing growth leading to greatly improved long term profitability.
6. What guarantee is there that your service will work for me?
This is an area where we are very different from most of the rest of the coaching fraternity; its one of our areas of ultimate competitive advantage.
In practice our business-coaching guarantee is your best assurance of success.
The Guarantee is based on what has been agreed during the Orientation Consultation and what has followed. It is defined on an agreed and formalised basis setting out how we will work together and is based upon goals and objectives that we aim to attain over the coming one year. As such the guarantee is defined in regard to how and by when we will achieve specific, realistic targets. It is the attainment of these targets that we then use as the basis of the guarantee.
The guarantee:
- is based on specific, measurable, attainable, realistic and trackable targets for each major component.
- is based on targets that we must both feel are sensible in view of prevailing circumstances, resources and experience.
- is based only on contracts of a one year period or more.
The guarantee states that providing you play your full role in line with the guidance and recommendations being given by the coach; and on the basis that the performance review procedures show that the necessary work and attention to detail has been put in; that if the targets, defined within the guarantee are not attained then Stephen Kember will continue to work with you by telephone at the conclusion of the contracted one year period 'at no further cost other than expenses' for up to a further 6 months or until the agreed targets have been met.
This guarantee is not to be entered into lightly by either side. There will be much to be done but this said the guarantee reflects our supreme confidence in the service and the advice we offer and our belief in the notion that if you want to effect meaningful change and you elect to work with us then this offers an exceptionally sound basis on which all parties can go forward with confidence.
7. How do you link your training to the coaching service and do we get off the shelf training or is it customised to us and our ways?
Business coaching and our training services are closely linked. Whilst support at the coaching level will be between the Partner in Charge or the CEO the programme of works that we will be shaping up will often impact on your teams, from director level down, operating across the practice.
We keep a close watch on those areas where training support will add value and will benefit the collective effort and emerging results. Bespoke training based upon our core system modules: will be provided and geared to meet your firm's specific requirements;
- will be cost effectively structured and delivered by agreement in the timely context of the evolving programme of works;
- will be linked to any other ongoing departmental or individual coaching support where this has been negotiated as part of the ongoing programme of supportive works.
8. Do you go on to help with adverts, copywriting, client care and other low level support services as well as the high level stuff?
Yes is the simple answer. In the core areas of coaching support, i.e. Sales, Marketing, Team building, Performance review and management of the practice we gear our programme of support to address matters from the very highest strategy levels down to the most detailed tactical and implementation levels; this is the very essence of what a coach does and why we are there.
9. What are the time frames for the provision of coaching and related services?
Timeframes for the completion of coaching services are defined at the outset. As the client you're able to decide how long you want the coaching support to last and what it will cover.
During the course of the provision of coaching services: additional services can be bought in on a contracted basis and the ongoing framing of the coaching programme can be shaped up in view of emerging or changing circumstances. Typical initial contracts commence on the basis of a 1 year programme but those wishing to test out a shorter period of 3 or 6 months can do so albeit the monthly costs are slightly higher and the guarantees do not apply. We do this because we know that the greatest benefits will come to those with whom we work for at least a year.
10. Who do you work with ?
We work with the Managing Directors, Chief Executives, Owners, Proprietors and Partners across full spectrum of SMEs and professional service providers.
Our service aims to work with the key decision maker in professional service businesses. By region we work with clients across the UK; by 'size' we typically work with firms with a turnover within the range £250,000 to £10 million.
11. What is the typical client looking for when entering into a coaching arrangement?
Gosh, what a huge question. Typically our clients have a determined view to grow and improve their business. Some will ask us for support because they need help in some very specific area where we have an expertise and experience; such as when opening up a new market or setting up a new office or preparing a client care programme, or revising the sales & marketing approach; others simply want to reduce the amount of time they spend working 'in' the business so as to free them up to work 'on' the business; whilst others they come with a myriad of broadly stated needs:
- to take their Business to the next level be it in terms of turnover, profitability or market sector growth;
- to define their strategic vision, mission & business objectives with such clarity that they serve to drive the business forward;
- to enter new markets and/or shape new services so as to broaden their service offer and improve revenue streams
- to personally earn more with less effort
- to enjoy more the fruits of their labour by working more 'on' their business rather than 'in' them
- to improve systems and procedures such that they work automatically best serving client needs
- to refocus their people into high performing teams that drive the business forward;
- to improve both their internal and external communications
- to become more efficient and effective and so achieve far more with less; and
- to increase the number and quality of the right type of clients.
12. What is your coaching style and approach to taking on new clients?
Our coaching is based on the application of rigorous systems, open discussion, joint collaboration and serious application. We like to work with people whom we like; its far easier to work with and to solve testing and difficult issues with people you like; we like clients that are open and receptive and who are up for the challenge; we particularly like those that are willing to discuss and to take on board the messages being conveyed and who then commit to put in the necessary work to achieve the desired results. Above all we like clients that are genuinely committed to their own success. If you want an ideal profile We like new clients to reasonably match the ideal Client Profile:
- You are decisive, open-minded, and willing to pay for and implement, well founded advice and support
- You are friendly, up for the challenge and a well-respected member of your professional community.
- You want a business that is profitable and one that can be run without you when you are not there.
- You want to have an enjoyable personal and professional life.
We do not accept a new client unless we are confident that we can add a high degree of value to the relationship; hence the guarantee that is offered.