Nancy Coletto, SVP, Central Region Practice Leader, Aon Health Solutions
THEMES
- Make sure you’re always putting clients at the center of what you do; as Nancy says, “You can’t go wrong if you put what’s best for the client first.”
- The nuanced difference between leading leaders and leading individual contributors
- Serving a client—who is an individual—and understanding that that client works and exists within the context of an organization—which creates a real need to adjust and be dynamic in the advice and counsel we provide
- Shifting the mindset about what it means to “sell”
KEY MOMENTS
[1:43] Nancy’s career evolution—squiggly line determined by “what is meaningful to me”
[4:35] Leading a team of leaders—going beyond helping individual contributors, to learning how to be a leader of leaders
[5:33] Encouraging people to find their own strength and allow them to find their learning journey. As Nancy puts it, I’m a “guide, supporter, and counselor.”
[8:49] How a sales leader can make an impact even when they are not directly involved in the selling process
[11:55] An important lesson Nancy learned while creating a More and Forever client relationship
[16:40] What is one of the challenges Account Executives face in creating More and Forever relationships?
[18:31] What does it really mean to earn the right to serve our clients forever?
[20:32] The role NPS/ customer satisfaction scores play in keeping and growing client relationships
[23:22] Do you experience team members who are concerned about seeming “salesy” and how do you help them with that perception?
[25:53] “There is something so centered about knowing I work for an organization that says, “put the client first.” When you put the client first, almost everything else falls into place.”
[26:15] Book recommendations—Nancy and Trish!
[26:34] The importance of fitting the organization you work for
[29:46] What our kids think/thought we do for work!
[31:37] “They may not know what I do for work, but they know what is important to me”—three things Nancy’s children have learned from observing her career
[33:25] Nancy’s final thoughts . . . your North Star
RESOURCES