UVA Law adjunct professor Jim Donovan, vice chairman of global client coverage at Goldman Sachs, will discuss how to provide optimal service to clients. (University of Virginia School of Law, Oct. 20, 2022)
1. Never use jargon. 2. Pause - slow yourself down. 3. Look for opportunities to give the client advice that is not in your interest. 4. Ask open ended questions. 5. Be positive. 6. Be careful about mixing business with socializing. 7. Be humble. 8. Be available - be responsive. 9. Take a position - tell the client what to do. 10. Control the meeting. 11. Have an agenda, get the client to buy into it, and take notes.
1. Never use jargon. 2:00 2. Pause - slow yourself down. 2:45 3. Look for opportunities to give the client advice that is not in your interest. 4:48 4. Ask open ended questions. 6:32 5. Be positive. 8:55 6. Be careful about mixing business with socializing. 10:38 11:39 7. Be humble. 13:05 Make sure they're Genuine. 14:02 8. Be available - be responsive. 9. Take a position - tell the client what to do. 15:35 10. Control the meeting. 16:54 11. Have an agenda, get the client to buy into it, and take notes. 18:20
Please can we have more of Jim Donovan's lectures here? He's good, he needs to have a playlist. The last time his lecture was uploaded was 6 years ago 😑
I’m a law student in Australia, discovered Jim around a year ago and am always scouring the net for new lectures from him, this guy is is a fountain of knowledge and the embodiment of professionalism!
While I am not in law school, I believe this conversation as well as the tips provided can be applicable to so many different aspects of ones career specifically in corporate America. It is worth taking notes and practicing these tips. Thank you for sharing !
He’s right about #3. If you are willing to give advice that runs counter to your own interest, it builds so much trust and credibility that you can afford to be average at the rest of these skills and still do well in your field. Not elite, but still good.
I was really excited when I saw this upload - but must say it is VERY similar to the only other two uploads of Jim Donovan. Does he lead other lectures? Can you post those? - would love to hear more of him.
Absolutely love this content Jim. Keep it coming! Contrary to lots of garbage on RU-vid, this content is specific, actionable, and realistic. As well, it also explains why each point is important.
I love this stuff; a lot of these rules apply to internal situations within corporate and my position in HR and Talent Acquisition working with internal clients.
these talks are great for any professional- these tips apply even for non client-facing people in dealing with colleagues they may rely on for progression
i work as a real estate associate for my firm, what Jim said about not using jargons with clients is 1000% correct. I have an advantage over other professionals in my space bc i’ve been fortunate to be taught what the various clients (e.g. cities/universities) understand and what they don’t. in finance there are a lot of fancy/complex terms used by professionals idk if it’s too come across impressive but it actually negatively affects the deal with the client if you can’t present information in a way that makes sense to them. A lot of firms don’t get this and they think being complex is the sure way to win them the deal. But i have seen impressive financial models/presentations lose projects over more simple presentations. Less is more when working with the client!
I am in no way in to finance, business or a rich lifestyle. But this guy, who operates within this field, he really comes across as human, humble and compontent. Great speech too.
00:03 Secrets to Optimal Client Service 03:04 Pause to slow down and encourage dialogue with clients. 06:03 Ask open-ended questions to engage the client and gather valuable information. 08:51 Be positive and upbeat in client interactions. 11:33 Clients hire you because you're smart and work hard. 14:24 Respond immediately and be responsive to the client. 17:06 Control the meeting and have an agenda 19:27 Recap follow-up items to ensure client satisfaction and reassurance. 21:32 11 secrets to providing optimal client service
I wonder if, when the clients meet his cold gaze, shake his hand, and feel flesh gripping theirs, they can sense that their lifestyles are probably comparable?
