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"Stephen Kember is highly skilled at discussing and analysing business problems and finding strategic solutions in some detail with clients. He takes great care to ensure that all avenues are explored, and that the client takes time to consider all options before taking a decision."
Adam Pierzchala. Director, Framework contracts. HT
© Stephen Kember
September 2008
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Scorecard introduction

This scorecard is one of an extensive series of scorecards produced by Stephen Kember to assist the owners of professional service firms to internally assess their performance and to support the taking of strategic business development decisions.

Scores should be entered on the following 0 to 10 basis:
Question: Alignment to retain high value clients scorecard  
Score: 0-10
Final score
1 We aim to retain long term: clients with whom we relate really well; clients whom we understand their needs and sectoral context; clients for whom we can provide solid benefits they really appreciate; and clients for whom when we work together we feel mutually and entirely at ease  
 
2 We seek to align with clients that have a business philosophy similar to our own such that we strongly relate with one another and such that when we provide our services and deal with them day to day we do so on the basis of values that we both strongly share  
 
3 We work on the basis that the firm-client alignment must works both ways; the client has to feel good about aligning & working with us and we for our part require that client qualifies to use our services;and at the end of the day it is this latter requirement that takes precedent  
 
4 By aligning with those that share the same values & principals we avoid expending marketing energy and thereafter the provision of tremendous service energy where it doesn’t bring attractive returns and the long term quality relationships that we seek  
 
5 We use the alignment principle to attract high value, mutually attractive clients; we actively accept that we don’t have to try to help everyone that knocks on our door to make exceptional profits  
 
6 We align with clients on the basis of targetting specific market segments/niches that we are best suited to servicing and feel most happy working within. They will be where we really understand the market dynamics, where the 'service offer-benefit mix' is high and which our 80/20 analysis reveals comprise the most profitable; they will also be segments where we can broaden our expertise base and grow our firm's work [i.e. balance sheet building]  
 
7 We have a clear vision of what we are all about, we show our target clients how much we care and what will be the real benefits they will enjoy by working with us. Clients feel genuinely good about aligning with us because our vision and theirs are seen to be wholly consistent; they see that their own vision of themselves will be enhanced by us working together  
 
8 We define and promote our business values such that clients can genuinely appreciate them and relate to these as if they were their own. We make clear a set of deeply held values and then communicate these through both actions and deeds; those clients whose values are not aligned with ours we accept will go elsewhere  
 
9 We are very clear about our core business philosophy. To get this over we explain why it is important that we do what we do in the way that we do it. This is at the heart of our selling approach; we see it as central to building lifelong relationships that yield both incredible profits and multiple referrals.  
 
 
 Final score  
0.00

NOTE : You can print this score from your computer by choosing File -> Print in your internet browser window.