EFFECTIVE PARTNER MEETINGS
Name 2 things you can do to help facilitate an effective meeting?
Provide An Agenda
Prepare for the meeting
Name 4 steps to consider when communicating with your Partners.
Take your time
Stay relevant
Take Notes
Follow Up
Why is the Power of Communication so Important?
Strengthens Relationships
Adds Value
Builds Loyalty
What 5 types of questions should you ask?
What is Open Ended Questions
What is the problem?
When did the problem begin?
Has this happened before?
Are all users affected?
How Often Should you review your open SR's?
What is daily.
What are 2 things you should include in the Agenda?
Items for discussion in a relevant order
A brief introduction/context of what you're looking to accomplish
Name 5 things you can do when your partner is really upset and demanding?
Remain Calm/Empathize
Don't take it personal
Use your best listening skills
Do what you say your going to do
Provide updates accordingly
Why am I here?
Partners primary point of contact
Liaise between the customer and internal teams
When discussing the problem, what should you be?
What is An Active Listener
Name two types of SR requests that need to go to management.
What are Escalations/Prioritizations
What should you prepare prior to meeting?
What are Status reports (Service Ops Tracking/Dashboard Report) and progress updates
Name 4 communication channels… and when to use them
Service Requests - Updates to issues
Email - General communication with Partner
Phone - When going back an forth on an issue
Conference Video Chats - When providing coaching opportunities
Name 7 Super Powers PSM's use daily.
Listening
Relationship Management
Time Management
Multitasking
Passion
Adaptability
Understanding partners needs
When determining the severity of the issue, what 4 steps should you consider?
Define the problem clearly
Understand everyone's point of view
What is the Business Impact?
What is the Partners Priority?
Name 4 things that should be included in Escalation / Prioritization Requests
Summary of Issue
Supporting Information
Business Impact
Priority Level
How Often should you meet with your Partners?
Key Partners – Regularly
Non-key partners - At a minimum check in monthly, and or semi-annually
What 5 strategies should you use when trying to make your point during the discussion?
Pause to collect your thought before you start
Make one point at a time and provide examples or supporting pieces of information
Express any negative thoughts in a positive way
It’s OK to say no
Wrap up with a summary and then stop
Knowing your partner and their customers in 3 easy steps.
Understand their business needs/issues
Know their vision
Find out their why
Hmmm, what should I do before i engage my manager?
Be prepared
Gather Your Facts
Think about solutions
Evaluate the options
Calculate the risks
Propose solutions
Explain the potential fallout
What is the best practice to Managing Escalations Requests from Partners?
Knowing how to identify/prioritize critical issues versus partner educational opportunities
What 5 things ensures an effective Meeting?
Following an Agenda
Prepping before meeting
Providing Status reports (Service Ops Tracking/Dashboard Report) and progress updates in a timely manner
Meeting with your partners regularly
Open Dialogue
What are 8 keys to remember when communicating with your partner?
Pay Attention to Your Tone of Voice - Be Friendly, Speak slowly and with an even tone
Practice Active Listening
Be Consistent
Be Clear & Concise
Make Things Easy for Them
Anticipate Questions
Ask Questions as Needed
Paraphrase/Summarize
Name 4 steps when Managing your partners expectations.
Soliciting partner feedback and ensuring needs have been fully met
Determine Needs Versus Capacity and Deliverables
Following up in a timely manner
Honest & Open Feedback
Do's & Don'ts
Do's
Don’t
Name 3 steps to help drive SR Management Efficiency