Professional Services Group - Best Practices

Day to Day Best Practices Meeting/Training More Customers Getting the Most Out of Your Meeting Relationship Building - Best Practices

Results of Team Surveys

General Questions

External Sources: Fortune, October 28, 1996, Beat the Budget and Astound Your CFO; Forget cutting your way to your targets. Copy Rank Xerox, which boosts revenues each year by spreading best practices throughout the global sales force.

Submit at least one question of your own: "How do you X?" (i.e deal with customers who hate LEXIS, schedule admin time, etc.) Whatever you might want to ask for discussion that day.

  1. How do you get people who call in for an id to also go through training? How do you deal with people who are not open to training, but take it just to get their ID? (ex:: AA training required before they can have access) (asked by two people)
  2. What is the best way to get your client to discuss the competition?
  3. We train a lot of new hires who have used Lexis before. How do you deal with a client who is used to 7.0, for example, and that is what he wants to use and the firm requires that he use 4.1?
  4. How do you overcome Deloitte’s policy of "No direct cold calling" from vendors?
  5. How do you deal with Librarians or IP’s that control all research in a dept – thereby posing significant threat should their online research preference change?
  6. How do you elevate your to partners or get partners to take your calls?
  7. Get a customer talking about a flat rate pricing deal?
  8. Sell against a firm’s internal billing procedures?
  9. How do you explain/position AA contract and pricing?

Day to Day Best Practices

Submit your favorite - "Always have a _____" with you. What do you carry with you that comes in handy a lot with a customer? (i.e piece of literature, who knows?) (ok, re-reading this - I know I'm going to get a huge number of jokes - send me one legitimate and one joke if you like )

  1. LEXIS At a Glance
  2. Nothing really I just try to relate in a personal way with a story
  3. Tax-at -Glance and Tax Search Tips- most people I train ask for literature so they can use it as a reference after I leave.
  4. Always have a competitive intelligence search tips booklet with you. (And Always have Breath-mints around to kill that coffee/morning breath!!)
  5. Xchange flyer of some kind with screen faces to show what the product looks like
  6. I carry a price list of lexis document services products - great tie in to public records online and marketing tool to show we have the info (if not the certified copies online for immediate access!)
  7. Always have a piece of literature for: tax professionals (tax tips booklet – I know it’s obsolete but it still good in many respects) or consultants (Rainmaking for Consultants and Business valuation depts) or Librarians (new literature ) on hand.
  8. Always have your list of contacts and always have a list of Users from the firm visiting. 
  9. A directory of all sources, not just tax
  10. Calculator for working through pricing questions
  11. Trinket (pen, mousepad, etc) literature and business card.

Do you create lists of/track any particular information that you refer to regularly for help - (i.e., contacts in dayton, new literature pieces, etc.) If so, what kinds of information - perhaps these would be helpful to the group.

  1. New Literature Pieces and their order numbers
  2. I definitely keep a list of all my clients and the new I contacts I make. I usually do it the old fashion way but I am now moving to Outlook.
  3. I keep lists of people I’ve met with and details on each so I can follow-up with mailings, literature or if they mentioned they may have friends that want training.
  4. I keep track of who my telephonic-training team members are and their phone numbers because I refer at least 2 customers a week to them.
  5. I keep track of all the main switchboard numbers of all the offices in my territory in a "NOTES" yellow-sticky on Microsoft Outlook. In addition, I have a hard copy of these so that if I need to refer to them while on the road I don’t need to turn my computer on. Likewise, I have programmed into my cell phone the numbers of the offices/persons I deal with most, so just in case of an emergency, I can easily press a speed dial button and I’m connected to them.
  6. I have my contacts stored in Microsoft Contacts and on a hard copy Excel spreadsheet .
  7. I have a list of all users who signed on last year generated from QMF. I sort by firm, city, revenue etc to refer to when visiting sites, targeting or cold calling.
  8. I refer to PSO Intranet for pricing info and to go into the firms URL. I read info on depts I’m visiting and I also look at the job postings for those depts so I have an idea of responsibilities of those users.
  9. I sometimes call Customer Service to get call history for the past month so I can see who has been asking for research or technical assistance and in what databases.
  10. I have a list of Product Analyst I can refer to when escalating or obtaining more info on products.
  11. A list of all bill groups with contact names, numbers. Since I am in the office a lot, I always have SNAP open so I can pull up my last conversation with the person I am speaking with.
  12. A QMF report that had each billgroup, its master, scheduling contact, firm telephone number, address, active users and YTD revenue vs. the previous year.
  13. I keep a list of Dayton and Team contacts, always carry 1998ytd bgrp use list.

Meeting/Training More Customers

External Sources: Sales & Marketing Management, February 1998, "Improving time management: how to make sure reps are in front of more customers, not pushing paper, best practices"

What time of day do you make most of your cold calls for appointments? Why?

  1. Fridays 10-12 and 2-4. In part because I had to set a day for admin and targeted calling or I didn't find the time to do it - and in part because I find people are kind of relaxed on Fridays and willing to set appointments.
  2. Afternoon, I find people are more receptive in the afternoon
  3. In the morning because they are not yet caught up in their day. Also, right after lunch when they are just getting back to their office and settling in.
  4. I make most of my cold calls between 9-11am, 1:00 to 3:00pm, and finally a last round of calls right around 4:15 to 5:45pm. I find that between 9 and 11 there are quite a number of people who actually pick up the phone, possibly because they’re just getting in. Between 1 and 3pm people are just getting back from lunch, so they’re more likely to be around, and finally between 4:15 to C.O.B. because at some point the people who weren’t around all day have to come back and pick up their things before they go home. I get more people live between 4:15 to C.O.B.
  5. Friday or Monday – usually 9-11 or 1-3. I reach more live voices rather than voicemails first thing in morning or after lunch.
  6. Monday mornings and Friday afternoons. Also end of each day after 4:00.
  7. Late afternoon or early morning, easier to get hold of people
  8. Morning, noon, late afternoon. To reach customer 'live'
  9. Carry the list with you - down time - can be used best that way

 What commercial (the message you leave) on voice mail gets you the best return rate of call?

  1. "We have an easy to use web interface I have been showing a lot of folks at PWC and they seem to love it. Wanted to see if I could stop by on Thursday for about 10 minutes at 2:00 and show you as well. Please give me a call back to confirm if that will work for you at…"
  2. Simple, straight to the point—let me help you find the information you need.
  3. I’ll be In the building on Wednesday morning around 10:00, training others in your department, and wanted to see if I could stop by for a few minutes to show you some of our new features or talk to you about your training options.
  4. Good Morning/Afternoon, my name is … from LEXIS-NEXIS here in …. I’m calling you to let you know that on "X" day I’ll be in your office starting at "X" time and leaving at "Y" time. During my visit to your office I’ll be meeting with "X" number of people for 15-20 minutes each, where I introduce myself to them as his/her L-N Rep, Update their literature, and show them information on L-N which is useful in getting their research done. At "X" time I have some time to meet with you for 15-20 minutes. Please give me a call to set a time to meet. You can reach me at … that number again is …something like that.
  5. I haven’t found the best spiel yet. I change it constantly – it depends on who I’m calling: librarian, partner, end-user. The best one seems to be "I want to demo something new on Lexis which I think you’ll" a) particularly like, b) find beneficial or c) find a time saver".
  6. Introduce myself and mention to give me a call regarding their national contract. I also would like to share with them new products of LEXIS-NEXIS that can help with their research needs.
  7. I’d like to (train, discuss pricing, cover new materials) to help you get the most from your LEXIS-NEXIS contract
  8. Offering free training/research or free 'demo'/trail of new products
  9. Drop a name if you can to get them to call back

Who do you target to get the biggest bang ($$$) for your time and why? (What departments/groups in the firm and why?)

  1. Right now I target anyone who has access to Xchange or can have access to Xchange. I am convinced we need to get to those people fast so they can see LEXIS's best foot forward.
  2. I am trying to target the consultants and specific practices groups. I believe we have to bring the power of L-N to the end user so that they understand exactly what is at their fingertips. I am going to target the "hot" groups that need to do more research because there is not background done.
  3. I do a lot of mailings to the IP’s in each firm so they are aware of classes that are being offered at the PLC. I also send copies so they can distribute to those that are interested.
  4. The ideal scenario here is to target transactional customers, develop a trusting relationship with them, and then present them with a win-win proposal for a long term subscription to our services. I don’t think of the big-bang approach, I think more along the lines of a steady-consistent business relationship/process where I first service the account via training, literature/content updates, "cool" tips & tricks, get to know the customer on a personal level, and eventually getting them to peg their perception of our services to me! If they LOVE me, they LOVE LEXIS-NEXIS. That way they are more willing to go long term. Target = transactional customers because these are the most volatile accounts we have, they are here today, gone tomorrow.
  5. I have been spending a lot of time at PwC and at GT playing up Xchange to a lot of end users because of the way we display sources and the ease-of-use aspect.
  6. I also target Consultants and Valuation depts because the Rainmaking literature piece clearly shows how to obtain company, financial and background info. I also have something called "Snap Shot Profile" which I found in the local business office in hard copy which is great for these folks too. Haven’t found the owner of it yet! I am waiting to show BIS Universe to these consultant groups because I think it has a better interface than Xchange.
  7. Target IPS or key researchers with new sources/features on LN. Receive e-mails and fax broadcast. Also work with RIMS to meet regularly with them. Scheduling Chris Cocozza to tax groups.
  8. As much as we talk about getting to end users, the most productive time is usually spent with Ips and top users
  9. Tax; SALT groups, Lexis ease of use and coverage. 

 What other events/information/mail or other sometimes clue you in on an "information need" of a customer and give you a reason to call?

  1. Bar Association/CPA Society, or other professional association's newsletters frequently report about presentations users are doing and I can call and see if they need assistance.
  2. Mostly conversation
  3. When I train someone, I find out how they heard about the training. Many times they give me leads to other firms that would like training.
  4. Any significant drops in the number of searches or $$$ on my weekly report, may indicate a problem/opportunity. Conversely, any rise in use from a group which historically does almost zero and drops back to zero use might indicate a "cost-fear" but also demonstrates the need to access our service.
  5. Voice-mail or calls from customers requesting training, software, IDs, help, etc….
  6. Customer Service Email regarding Eclipses, Printing, also give me another reason to call the customer and turn it into an appointment.
  7. QMF call data – if run weekly would provide immediate information needs but I haven’t taken advantage of it because it’s not set-up correctly (by Dayton).
  8. I sometimes refer to the User Lists I receive to see which ID’s have been newly created and follow up.
  9. I run eclipses in the Regional News sources on my firms so I can see what they are up to, and have it delivered to my email.
  10. A lot of times people say, "oh, I really only need statutes and cases." I look around at the books on the shelves/magazines in the office or on their desk and ask if they read them, what they read every day, etc. Makes them realize they do use a lot more information than they originally said and that we have a lot of it on line….then you get the comments "oh, that's so great, I had no idea, do you have the X online? And it gets them rolling….you get to the heart of what they will really use.
  11. Customer service call reports. We really need to stay on top of this.
  12. Dramatic changes in a billgroup’s revenue either up or down
  13. Regular 'checks' with main contacts, CS notes, credit requests!

Getting the Most Out of Your Meeting

External Sources: Sales & Marketing Management, April 1997,"You want it when? How to deliver a last-minute sales pitch;Best practices"

Your tricks for getting people back on line to spend money in the next day, week or month?

  1. Make sure that I show them something they do/read every day/week - whether it’s a publication they like that we carry on line, or an eclipse we set up.
  2. Tell them about something new or unique.
  3. Sometimes, I offer the training code of the day- if they haven’t used Lexis before, so they can become comfortable with it and play around for a couple of hours. Many times they call - I give them the code and they call later in the afternoon to tell me how much help it was. I know then - they’re hooked. I also give them time at the end of a class to play around on it- that way, I’m there to answer questions and they become more comfortable.
  4. The "trick" I use to get people back on line is to leave them with the Code of the Day after I leave so that they can immediately go "play" around the entire service. The next day they are most likely to spend money!
  5. The Other thing that has helped for getting them to increase their use of our services, has been a clarification of their contract with us. You’d be surprised how many people don’t know!!
  6. After I visit once, I get their email address/business card and keep a communication going. I follow up on things they’ve told me in conversation and tie it back to getting the info off of Lexis.
  7. Offer custom sampling id in alternate menu
  8. Leave the code of the day after the training session
  9. New product demos/trials or custom sampling

What questions do you ask the customer before you start training your customer that day? Why? What questions do you ask that help you define what to show them? (i.e. What do they do? What do they care about most? i.e. cost? currency? Why did you agree to meet with me?)

  1. What type of research do you do when you do it?
  2. What publications do you read on a weekly basis and why?
  3. I ask them what they do, what would they like to learn and mostly what do they expect to gain during our session.
  4. What type of research do they do? Have they had any experience with Lexis before? How did they hear about the training? What would they like to accomplish?
  5. What type of research do you do?
  6. What type of information are you looking for?
  7. What are you using to get it?
  8. What has been your experience with LEXIS-NEXIS thus far?
  9. Do you travel?
  10. Do you do your own research? If not, Who does?
  11. Do you have internet access at home?
  12. Describe a typical day for you? Helps discover what their info needs will be.
  13. I ask if they are involved in tax research, audit or consulting. If tax, what type of tax – international, SALT etc?
  14. If consulting, what type – by industry or business valuation? From there I show how the sources on LEXIS are arranged and describe the wealth of data as it relates to their area. By then, they usually volunteer more info once they see some of the sources. I then train by searching in the source(s) they have identified as being key to their information.
  15. I sometime volunteer info when the customer is unclear on how they can use LEXIS. I’ll say I’ve trained _(salt)__ groups before which find these sources to be of particular interest – do you think in your job you will need access to this same type of info?
  16. How are you currently doing your research?
  17. What do they do? Why do they need to use LEXIS? What one or two things do they want to walk away from our meeting with?
  18. What do they do?, How much online research have they done?
  19. Timing is critical - do this before the call.

Provide an example of the advertisement/commercial you give to get support for converting to a fixed rate agreement - What do you say? Do you say it to everyone regardless of their role or choose who to have that conversation with - why?

  1. If I'm asked about pricing I explain their pricing, and then explain what options there are regardless of who I am training.
  2. I normally just say how much easier it would be to know exactly what you are getting charged each month—no commercials.
  3. I haven’t had to encounter this as of yet- others feedback will be helpful here.
  4. I reiterate that flat rate means having access to a ton of sources and not having to be concerned about cost. You can run as many searches as you like and spend either ( $1000 or $5000 – whatever) that month – it doesn’t matter because you pay the same flat rate each month. This allows you to "play" around in the various files without being so concerned about cost. By being able to "play" around you learn more about what LEXIS has to offer. You also become a better researcher, capable of finding your own info quickly rather than relying on your Librarian, Help Desk or Customer Service depts. But in the same vein, if you do not conduct research yourself, you do not have to be concerned about novice users or new hires hopping online and running up exorbitant fees for your firms.
  5. Mention we have helped other offices predict their costs on LN. No longer afraid to make mistakes.
  6. There are usually one or two people who will make the decision. The most important thing is to let them know how a flat rate deal will make their life easier (budgeting, training, non-customer related work).
  7. I choose folks who can influence a decision. I stress predictable capped expenditures, lower search costs and continued cost recovery.

Name one thing you need to do to make sure a meeting, training session is successful?

  1. Do a thorough interview of the person I am training - sometimes I will interview for 15 minutes before training to make sure I identify some needs before I begin training.
  2. Have questions asked!
  3. Follow-up, offer additional help, make myself available for questions
  4. Adapt to the situation!!!! And exercise a lot of REFLECTIVE LISTENING!!
  5. Always ask what they do and how they do it.
  6. Always prepare beforehand – test the product, ID’s.
  7. Let them be in the drivers seat (hands on) I try to demo less and make them do the searches and ask the questions.
  8. Ask if it was helpful and can we help more?
  9. Ask a few personal questions that are totally unrelated to their job and LEXIS-NEXIS.
  10. Ensure customer is comfortable 'signing on' (Pricing, technology, orientation, doc delivery)
  11. Get friendly with the National training coordinator

What things happen to make you feel a training session is helpful?? (the obvious increase in revenue but other things too…)

  1. I get a referral when I ask for one
  2. Having questions asked and then have the users call me back with more questions or want more advanced training.
  3. Sometimes, I get e-mails thanking me for my help, or customers refer me to others.
  4. The customer will call me and let me know that the training was really useful and informative. The customer is "WOWED" while I’m there talking about our services.
  5. They call me personally for research assistance.
  6. They refer me other depts or individuals who they think will benefit.
  7. They call back for more training.
  8. They provide positive feedback at the end.
  9. Call back with questions, ask how they can access from their home
  10. Getting a lot of questions and comments that indicate the individuals in the class are thinking about how they can use LEXIS-NEXIS in their job.
  11. Customer Feedback, references…
  12. You get the name of the person who can coordinate this training in the future...

Do you use custom sampling - if so how and why, when...

  1. Usually only with transactional accounts that we are trying to convert but even then primarily only for people who never use the system
  2. No not really
  3. When they haven’t used Lexis before and seem intimidated. One woman was having a lot of problems and wasted a lot of her own time. When she wanted a credit, I offered a sampling ID for the day and that was enough for her.
  4. I rarely use custom sampling, but I have used it in an attempt to convert an account to subscription. Max. 2 week sampling.
  5. I’ve used it in place of credits.
  6. Yes, for new bill groups and new ids who are on transactional or hourly pricing. Help them get over the fear of racking up charges. 
  7. Usually to introduce a new database that competes with a database that they are already using.
  8. As a leave behind for someone after an initial training session
  9. Yes, but recently I tend to offer Web 'demo' access or Code of the day as it's more immediately responsive

Relationship Building - What do You do so Your Customer has a Memorable Session/Remembers You?

External Sources: Sales & Marketing Management, February 1998, "How to Stay in Touch: the best ways to keep your company in minds of your clients; best practices"

Personal touches: (standard hand out, customizing toolbar, business card, etc.)

  1. I've started customizing xchange favorite source boxes at the beginning of the session: first to get the things I learn they will use in the box before I leave, and second because it helps me understand their information resource needs before we begin training.
  2. I’ll help with computer questions, fixing toolbars, going to lunch. Also, discussing personal thoughts and feelings
  3. Business card and handouts. Sometimes, I get their e-mail addresses and follow-up that way- I can let them know about additional upcoming training and remind them who to call if they need anything
  4. Firm handshakes at the beginning and at the end of a meeting
  5. Lunch with client in appreciation of their business and patience (specifically if we hadn’t invoiced them correctly 5 times in a row).
  6. I write my home-office phone number on the back of my business card, as a way to increase my availability to my customers.
  7. Often times I will write their id number on the back of my business card - just another way to remind them how I can help - and frequently because they do not have a plastic card or have lost it.
  8. I always put blank folders together with literature I think will "benefit you specifically", training pieces, and my business card. I encourage them to call or email me "for anything" (after I explained Customer Service -- it hasn’t created excessive voice- or e-mails – yet!) Most end up emailing me which allows me to easily develop a contact folder for them on Microsoft. I’ll email them when things come up that I think they’ll like.
  9. I always bring a pen or mousepad too.
  10. Business card with e-mail and all numbers to reach me. Client development binder. Call back right away - simple things they really appreciate.
  11. Put their ID on the back of my business card.
  12. Customizing Toolbar, Business Cards, Writing tips directly on Literature, some kind of trinket.

Do you bring cookies? (why, why not?)

  1. For groups that come to the office, I use the mouse pads, pens. I used to carry a mouse pad with me to give to each call as well - but got tired of carrying them with me. I like the idea of having something with LEXIS name on it in their office.
  2. Yes, to group training session. Because everyone loves cookies.
  3. I bring mousepads - they feel like they got even more out of it
  4. No, I do not bring cookies or any giveaways early in the relationship because I think it demeans my position as their representative and it almost comes across as fake! Maybe….maybe….after a few months….I will bring them a coffee mug/cup, a hat, a shirt, but not until after the relationship is established.
  5. No, never thought of it. I’d take them out to lunch if I want to feed them – but cookies would be cheaper!
  6. Usually not. Some of the firms bring it in…I will order food for AOL presentation - entice them to come to the presentation.
  7. No. I’m not a baker. Do they bring cookies to meetings with their clients?
  8. Probably be stale…

What do you do to try and remember things about your clients (how do you keep it all straight) What methods work best for you (keep a notebook? ACT? others?) 

  1. ACT database - it’s the only way I can keep track of it all. If we get a new product makes it easy to do a quick search to figure out who asked about it and send off a quick note or the like to let them know.
  2. Personal conversations, what they like, where they have travel. Normally, I can keep it in my head but I have just recently started to put in Outlook.
  3. I have a Franklin Daily Planner - I write details of meeting, follow-ups etc. next to the appointment. The Planner is a system, which I’m still trying to perfect.
  4. I remember what they do (tax, non-tax, competitive intelligence) and the type of information that interests them.
  5. As lame as it may sound…..I remember their names, so that I don’t call them two weeks later and try to set up a first-time appointment when I already did it two weeks before. I keep it all straight with my Franklin Planner
  6. I’ve gone back and forth between ACT!, Microsoft Contacts, Franklin Planner, Client folders. I use the best of all of these and continue to refine and figure out the best way to keep this all together IN ONE PLACE. I’m leaning towards Microsoft Contacts because it’s MS compliant and allows me to incorporate my work product (QMF reports, Excel Contact spreadsheets, MS Word presentation, and emails) into one product. If I had a palm pilot to download this info into it would be perfect as I need to get my phone #’s and calendar while at customer sites and it’s not always convenient to open my laptop and power on.
  7. SNAP
  8. Overall information about the account is on lists. Personal things about individuals I just remember
  9. Daytimer. List Customer, tel #, ID, Practice, follow-up needs…