Client Satisfied
From content expert to advisory partner
Our own book on how to take on the role of trusted advisor.
Because we were able to help many substantively strong professionals with this question, both in profit, non-profit and in staff departments.
In Client Satisfaction, we answer questions about this fascinating aspect of the work of advisors, lawyers, architects, accountants, consultants, designers, engineers, trainers, and many other professionals.
How do you ensure you earn the right to tell your client the unvarnished truth? In such a way that they'll also be grateful?
A look inside the book
The back cover
Many professionals in business services, such as engineers, lawyers, HR consultants, IT specialists, and others, are highly knowledgeable in their field. But that knowledge alone isn't enough to ensure complete client satisfaction. The way you advise and interact with your client is just as important.
This book answers questions such as:
- How do you ensure that clients listen to you?
- How do you ensure that you look ahead together with your client?
- How do you ensure that senior management takes you seriously?
- How do you prevent the cloak of love from stifling cooperation?
- How do you increase trust?
- How do you deal with stupid ideas from your client?
- How do you get rock-solid results without ruining the relationship?
- How can you be clear and respectful at the same time?
About the authors
Maarten van Os en Jan Willem van den Brink We love it when professionals and clients achieve their goals and collaborate effectively. When people enjoy using their expertise and are upfront about it.
Over the past few years, they have helped thousands of highly skilled professionals in numerous organizations find and retain clients. They are both partners at Dreamfactory.
What do others think?
Directly applicable in practice, clear, airy and easy to absorb
What “Client Wanted” means to me, as it
comes to mind:
- 'Easy to learn, delightfully difficult to master'.
- A kind of 'quick start guide', with a reference to even more depth.
- Big profits in little time.
- Recognisable practical examples, good toolbox.
- Balance, getting things moving and dealing with politics.
- Trust and being trusted, more tangible than expected.
- Inspirational quotes interspersed with subtle humor.
- “Taking the lead” and being an advisory partner is more fun for yourself, but also
better for the customer. - “Client wanted” enabled me to find interesting assignments myself,
"Client Satisfaction" helped me grow into a consulting partner. Together, they made me a better professional.
Read the whole thing here review.
Verdi Heinz
A must-have for professional advisors!
"Client Satisfaction" clearly describes a wide range of aspects a consultant encounters when carrying out assignments. Furthermore, the book is packed with practical tools (and references for those who want to delve deeper into specific topics) and is a must-have for anyone working in the professional services sector.
MJTH Willemssen
Model topper
The book is similar to the previous books DreamfactoryClient Wanted and (especially) Taking the Lead. The workshop Maarten provided for this was by far the best we've ever had. The book "Client Satisfied" focuses on the HOW. First, a goal is determined (partnership), and then the focus is on how to get there. Less about why or what, more about how. And they do it well! It's not a book I read in one sitting; I see it more as a book I keep pulling out of the shelf to reread. It stays relevant. The section on (up)chunking is presented at the end and, in my opinion, is a great example of conversational technique. The entire book is very people-oriented; how do you initiate/initiate the conversation? The definitions given, for example, of a professional or taking the lead, are very well thought out and useful. The book is highly recommended, especially if you don't already have the two books mentioned above.
RA Oude Vrielink
Practical, fluently written: MUST READ
If you want to get more out of yourself in your client interactions, without pie-in-the-sky ideas or complicated models, this is the book for you. The flowing writing style makes it a pleasure to read. And the layout makes it easy to pick up individual topics or reread them. Whether you're a professional in a large(r) organization or a freelancer, it contains highly useful tips you can apply immediately. No general lists of behavioral values that leave you wondering, "But how do I do that?" This book offers concrete tools in an inspiring context.
I previously read the book "Client Wanted." The two parts complement each other seamlessly and stand out for their practical approach and familiarity, which naturally makes you eager to apply them.
S. Groot Jebbink
Client satisfied with Dreamfactory
Previously they wrote the book 'Client Wanted' in which they introduced the funnel model and the green crocodile.
In Client Satisfaction the theme: From content expert to advisory partner is central.
I wanted to know more about how to achieve this. So when I had the opportunity to read this book, I jumped at the chance. The question is: to what extent does this book help you achieve a satisfied client? Does it offer tools, tips, or guidance? My answer is yes: it provides good insight into how you can act as a trusted advisor and satisfy your client by offering added value.
Because who wouldn't want that? The shift from a situation where, after completing an assignment that the client considers "well" based on your expertise, you simply wait for the next one, to a situation where your client sees you as a partner they keep bringing in for new assignments, and also as the advisor they personally recommend to their clients because they're convinced they should involve you in their projects.
Will you achieve this by reading this book? It's not quite that simple, but this book does highlight several relevant issues in an accessible way. Think of answers to questions like:
- How do you deal with your client's less good ideas?
- How do you ensure that your client takes his own responsibility?
- How do you ensure that the relationship continues once the assignment has already been completed?
The topics mentioned aren't all new. There are references to well-known works by Steven Cofey, among others, and interesting links (like Simon Sinek's TED talk "Start with Why"). The beauty of this book, as mentioned earlier, is that everything is presented in an accessible way.
The book, through its apparent simplicity, challenges you to take action. This can be within the assignment: ask the "why" question, try to discover what the client perceives as their real problem, and don't jump too quickly into a solution. It can also be when developing your relationship(s): ask for a recommendation from a contact. This book makes it clear that this is easier to do than you might think.
Would I recommend reading this book? Yes, if you are open to a role as an advisory partner who does more to a) acquire an assignment and b) wants to go further within the assignment than just providing THE solution from their expert role.
It's challenging to go that extra mile, for example, by contacting a former client (again). And not to ask if they have a project for you, but to focus on the relationship. Ask if your client would recommend you to someone they know; as the book states, this goes beyond a LinkedIn recommendation.
If you're ready to take that next step, this book offers tools and tips to help you. Not just theoretically, but in a way that's practical and practical.
Several of the actions I've taken over the past two weeks were prompted by reading the book. If you'd like to know which ones, please contact me.
Curious about the book? You're welcome to borrow my copy for a week. This is the maximum period because I know you'll have finished it by then: putting it down is hard.
The book was written by Maarten van Os and Jan Willem van den Brink, both partners of Dreamfactory whose specialty is involving subject matter experts in finding and keeping clients satisfied.
PS: When I read the above again I thought: am I evoking the image of a shareholder in the Dreamfactory? A reassuring thought for you: No, I'm not, I'm enthusiastic about the book!
Frans Holsgens on Atos.net
Leadership made concrete
What sets "Client Satisfied" apart from all other books on Leadership is its concrete advice on how to approach it. It's written in plain language; not management jargon. As the authors themselves say: Leadership is like driving a car, and with practice, you master it. And this book is an excellent tool for that.
JPM Moolhuijsen
Recommended! Very interesting book
A wonderful book to read. Very accessible, written in plain English. It provides a good overview of the power dynamics between client and contractor. It helps me, as a consultant, to be independent while maintaining a good relationship with my clients.
H. Verseveldt
Recommended for every professional
Jan Willem and Maarten have written a fun and, above all, very useful reference work in their own unique way, with many engaging examples drawn from real-world experience. Not so much a reference work you put on a shelf and only occasionally pull out, but one you can actively use.
I also encountered many of the examples and theories they described in their "Client Wanted" training course. This was, by the way, a really great and very useful training. It makes applying it to real-world situations much easier, and I now know from personal experience that the theories and examples from the book really work.
The book is written for both those just starting out in the job market and those in the mid-level or senior professional ranks who want to improve their skills daily. It's an easy read, and each chapter provides a clear overview and outlook.
In short, a very nice and especially educational book if you want to continuously improve yourself as a professional.
PWL Janssen
Recommended! Very interesting book
A wonderful book to read. Very accessible, written in plain English. It provides a good overview of the power dynamics between client and contractor. It helps me, as a consultant, to be independent while maintaining a good relationship with my clients.
H. Verseveldt
Would you like more information about this book, or to order it directly? We recommend Managementboek.nl.