Author:JeffMeltinContributors:SusanLonergan,PeterFisherbcClientSkillsMarch1998Copyright©1998Bain&Company,Inc.ClientSkills2Clientskills.pptCopyright©1998Bain&Company,Inc.•Objectives•Clientprocess•On-siteattheclients•Relationshipbuilding•KeytakeawaysAgendaClientSkills3Clientskills.pptCopyright©1998Bain&Company,Inc.•Objectives•Clientprocess•On-siteattheclients•Relationshipbuilding•KeytakeawaysAgendaClientSkills5Clientskills.pptCopyright©1998Bain&Company,Inc.•Partnership•Commonobjective•Rightissuesaddressed•Significantvalueimplemented(conceivablevs.achievable)•Leadershiptosustain–Bain–client•Systemsintegrated•Clientcapabilityenhancement•ValueandcostcalculatedTheBainvisionofthemostproductiveclientrelationshipandsingle-mindeddedicationtoachievingitwithourclient:BainVisionClientSkills6Clientskills.pptCopyright©1998Bain&Company,Inc.•Objectives•Clientprocess•On-siteattheclients•Relationshipbuilding•KeytakeawaysAgendaClientSkills7Clientskills.pptCopyright©1998Bain&Company,Inc.Thebasicobjectiveoftheclientprocessistostructure,schedule,andstaffaseriesofinteractionssothat:•Baincontinuallybuildscredibility•Theclientmovestowardactionoracts•PersonalrelationshipscanbebuiltClientProcessObjectivesClientSkills8Clientskills.pptCopyright©1998Bain&Company,Inc.Major/seniorclientpresentationsPre-wiresDatagatheringAnalysisupdates/check-insThetypicalclientprocessonaBainstrategycasewillcyclethroughfourtypesofmeetings/interactions.ATypicalStrategyCaseClientSkills9Clientskills.pptCopyright©1998Bain&Company,Inc.NewBainiesoftenhandledata-gatheringinteractionsindependently.•Obtaintherequireddataintherequiredtime–discoverthebestdata–motivatetheclienttoprovidethedataquickly•GeneratecredibilityforBain•Buildapositive,productiveworkingrelationshipwiththeclient•KnowthedatathattheclienthasalreadyprovidedtoBainorispubliclyavailable•PositionBain,theproject,andtherequestappropriately•Asktherightquestionsandfollow-up•BepreparedtodemonstrateempathyObjectivesBasicsuccessrequirementsData-GatheringInteractionsClientSkills10Clientskills.pptCopyright©1998Bain&Company,Inc.Knowtheexistingdata•Searchcaseteamfilesforusefuldata•Phonemailcaseteaminquiringaboutusefuldatapreviouslyacquiredfromclient•Checknon-client/publicsources•WhoisBain&Company?•Whatistheprojectanditsobjectives?•Whoattheclientissponsoringtheproject?•Whyshouldtheclientcooperate?•HowdoesthisprojectandanalysisfitinwithotherBainworkfortheclient?•Howwillthedatabeused?•Whowillseethedataandtheresultinganalysis?•Wheredoesthisfitinwiththeclient’sotherpriorities?•Whyisthissoimportant/urgent?•Howisthisdifferentfromworktheclientmayhavealreadydone?PositioneffectivelyDataGatheringPrepList(1of2)ClientSkills11Clientskills.pptCopyright©1998Bain&Company,Inc.Havethequestionsandfollow-upPreparetodemonstrateempathy•Whatarethepotentialsourcesofthedata?•Howaccurateisthedata?•Howfarbackisthisdatakept?•Isthereanyotherdata(othersystems)whichmighthelp?•Howdifficultwoulditbetocreatespecializedreports?•WhencanIreceivethedata?•ContactotherBainieswhohaveworkedwiththisparticularclient/person–understandsensitivitiesshemayhavetotherequest•Takeaminuteto“putyourselfinhershoes”mentally•Askquestionsabouthercareerhistory–howlonginthejob?–howlongintheorganization?–whatotherjobs?–whatotherpartsofthecompany?–whatothercompan...
