Result: Added $370,000 in new business.

How did The Power to Know® help?
“With some clients, a close relationship develops immediately; with others things never quite click. I have one client who had always been cordial, but aloof and disinterested. Our business together had been steady but flat for several years. Any attempt on my part to change things seemed fruitless. I hoped The Power to Know® survey would help.

“Given that my calls had never been warmly received, I was shocked when this client’s ‘pay attention to’ issue was ‘being proactive.’ I learned in my follow-up meeting that she perceived my calls as uninteresting, even perfunctory. Suddenly, it was crystal-clear that my perceptions of the client were limiting me, and I had never offered new ideas or truly tried to add value. The ‘maintenance’ feel of the account was my problem, not hers.

“I changed my approach on the spot. I asked about the portion of work she had given to a competitor, a subject I had never dealt with before. Because that discussion was in response to her feedback, I was free to ask direct and honest questions. I was shocked at how easily we discussed difficult and sensitive issues.

“Within two months, I convinced the client to move that revenue to us, adding $370,000 in new business. The Power to Know® surfaced the issue, created the opportunity to discuss it, and dramatically deepened our relationship. Without it, the account would still be flat.”