Client Engagement Guide: Handling New Opportunities

In the process of delivering services for Exec's clients, you might occasionally identify a new need from a client (be it an individual or a corporation) that aligns with the range of services offered by Exec, which include:

• Coaching

• Training

• Assessments

• Consulting, and more

For example:

• During a coaching session, a client confides that their direct report could benefit from a coach.

• A program stakeholder expresses interest in an additional service you offer during a training customization meeting.

• In the course of a workshop debrief, a program stakeholder shows interest in organizing a repeat workshop.

• In a coaching session, a client presents a need that aligns with consulting work you've conducted previously.

Our Expectations

When opportunities like these present themselves, three essential principles should guide your actions:

1. Safeguard our collective interests: Any opportunities discovered in the process of your interactions with clients must be brought to the attention of Exec. Pursuing them independently or introducing external vendors is against your contractual obligations and disrupts our strategic approach. This is non-negotiable and integral to our agreement with you.

2. Earn rewards for your initiative: At Exec, we reward you for spotting new opportunities. You'll earn 10% of any credits that the client purchases related to the new scope of work. Where possible, we'll also aim to position you as the service provider for this new scope of work.

3. Prioritize client confidentiality: Client trust is a cornerstone of our services, especially during coaching sessions. Never share privileged information from a coaching session without explicit client permission. This is a fundamental expectation and a non-negotiable aspect of our professional conduct.

Example Situations

Here are a few potential scenarios you may encounter, along with guidelines on how to handle them:

Situation #1: A need emerges during a coaching conversation

The client might say:

• "This session was very insightful. My COO could really use a coach like you."

• "Given our discussion, I believe I may need to restructure my team."

• "Would it be possible for you to train my entire team using this framework?"

Your response should be something like:

If you're inclined to pursue this, I would be happy to discuss it with my team at Exec. They can then reach out to you or your program sponsor to explore potential solutions. Are you comfortable with me providing them with the relevant context?

Situation #2: A need arises during an interaction with a program sponsor

The program sponsor might say:

• "Your workshop resonated deeply with our team. What kind of follow-up training would you suggest?"

• "Is it possible to add some group coaching to this program?"

• "Would you be able to coach me?"

• If you provide the requested service yourself, you could respond with:

Your response should be something like:

That’s certainly in my wheelhouse. Since the Exec team has the full context on your account, let me loop them into a conversation so we can make it happen.

If the sponsor requests a service you don't provide or hasn’t explicitly requested your services, you should say something like:

If you’re up for it, I’d love to loop in the Exec team to see if there’s something we can do to help you with X. Mind if I reach out to the team and give them some context?

Surfacing Opportunities

When you spot a new opportunity, please reach out directly to your Exec representative. In your email, please provide the contact within the company and as much additional context as possible, as this will allow us to accurately and quickly act on the opportunity. 

Your initiative is instrumental to our collective success. We’re excited to strengthen and deepen our relationship with our mutual clients.