Scot Havrilla, Senior Client Lead, iCrossing

THEMES 

• You never stop being responsible for more and forever 
• The problem needs to come before the solution
• It is critical that you fill the bus–form relationships with each client constituent 
• Taking a step back, more times than we think we need to, can help your client move forward in the right direction. 
• Just like driving the van for a Ragnar Relay Race . . . sometimes leadership just requires you to step up and say “I’ll do it!”

KEY MOMENTS 

[2:30] Background on Scot and his career path

[3:41] The transition from being directly responsible for creating more and forever relationships to leading others who are responsible for creating these client relationships 

[7:02] What does it mean to create a more and forever relationship with a client? 

[11:26] Understanding the client’s buying process; who else is involved in the decision 

[13:33] How did you learn to help someone figure out what the problem is before jumping to a solution? 

[16:27] How do you make sure you’re aware of each person essential to the buying process and then make sure you’re working with each of them in the most effective way? 

[19:41] How do you view creating professional intimacy with clients? 

[23:23] What does it mean to earn the right to lead?

[24:46] How do you know when to lead and how do you know when to follow? 

[27:01] How do you figure out your role and the value you add as an account manager? 

[28:48] What role does trust play in growing clients 

[32:18] The importance of being clear with what you can and cannot deliver to clients, and what it allows for your future relationship

[34:46] How do you create these relationships without being in person? 

[41:48] One more piece of advice for those learning how to better create more and forever relationships 43:07