Sign up for my monthly newsletter & Get FREE tips to take your skills from good to great & receive 10 ways to boost your productivity and profit



+ 25 = 33

Kylie Denton Business Coaching Blog

Follow and subscribe to my Business Coaching Blog to pick up some extremely useful tips and tricks I have picked up through my career in business coaching. If you ever have any questions or would like to comment on my blog please feel free to start the conversation.

Preparing for your client meeting

Preparing for your client meeting

While we have discussed the importance of frameworks when it comes to sales and service success, it’s important to also focus on the human element on your client meetings. These face-to-face interactions are incredibly valuable to clients and are the key to building lasting relationships. Though in order to have productive and meaningful meetings with your clients you need to spend time in preparation. You may have heard Benjamin Franklin’s quote – by failing to prepare you are preparing to fail. Being prepared allows you to be set up to meet and exceed your client’s expectations. So how do you prepare adequately for each client meeting? Here is a checklist you can use going forward. • Research the client – read their file and look for something that will help you form a connection and build rapport (mark up certain areas that you may wish to discuss in further detail) • Have your resources ready – have your client’s file, appropriate documentation, any sales aids you need, a clean or prepared whiteboard and whiteboard markers that work all at the ready • Double check the details – make sure you have all the client details you need as this may impact the questions you ask • Have an agenda – prepare some questions • Keep it clean – have your desk and office space clean and professional • Honour their time – be early and be present • Dress to impress – be clean and well dressed • Cater for their needs – have water for your client and yourself and also have tissues (yes some client’s will cry)...
Why Increasing Emotional Intelligence Increases Sales

Why Increasing Emotional Intelligence Increases Sales

You may have thought that Emotional Intelligence (EI) is a new buzz word, however it’s been around since the early 90’s. Research has shown since the 1990’s that EI is far more important than IQ when it comes to future success. Dr Howard Gardner the influential Harvard theorist defines your EI as “the level of your ability to understand other people, what motivates them and how to work cooperatively with them,” Consider this from a sales perspective if you increased your EI so you could understand your clients better, find out what motivates them and then work cooperatively with them. Would they want to do business with you? Yes of course. Clients come to us and share their dreams so we can help them come true. Companies like American Express, Avon, L’Oréal, MetLife, 3M, Motorola, Johnson and Johnson just to name a few are incorporating EI into their business to help build stronger connections with their clients. There is no doubt that using EI in your interviews will improve your success… Developing Your Emotional Intelligence First, manage your emotions One of the things we all can control is our reaction to our emotions. No matter how we really feel, sales professionals need to portray a positive, enthusiastic outer view to our clients. Part of this is self-awareness. That’s the ability to recognise how we are feeling but not let how we’re feeling affect our behaviour or the subtle signals we send our clients. Check in with your yourself several times a day. Ask yourself, “How am I feeling?” and “Is how I am feeling affecting my behaviour?” The more...
Three Ways to Work Smarter Not Harder

Three Ways to Work Smarter Not Harder

In the financial services industry, I find clients want two things each year – more money and more time off – the very things you work so hard to achieve for your clients. While the first part of the year starts out well, by February many of them have fallen into their usual work habits in a bid ‘to get it all done’. Sound familiar? If you want this year to be different and reach that elusive goal of working smarter not harder, then here are three ways to achieve the change you so desperately want. 1. Upsell and cross-sell A lot of people forget the value they have in their existing database. Always focused on bringing in new business they forget to have deeper more meaningful conversations with their existing clients to uncover more opportunities to upsell and cross-sell their existing clients who already have trust and respect for you. Upselling and cross-selling is the fastest way to increase your income – without the additional marketing expense of getting and converting new clients. You see one client but get more from them – now if that isn’t working smarter I don’t know what is! 2. Referrals, Referrals, Referrals No marketing strategy builds trust or converts business faster than word of mouth. When someone else – particularly a happy client – refers someone to you, you are immediately seen as a trustworthy source. And it doesn’t stop there. Not only does it give you greater credibility, but it also furthers your influence as you get exposed to people you may never have reached previously. To generate more referrals, it’s...
How to identify if a sales framework is needed in your business

How to identify if a sales framework is needed in your business

Last month I talked about how a sales framework can help you build trust, understand the goals and objectives of your clients, increase conversions and boost performance and accountability within your team. A service framework can in many ways do the same with the additional benefits of organisational efficiency, staff satisfaction and client retention.   If you don’t have a sales or service framework in place, then you have a great opportunity to develop an exceptional client experience and make significant positive changes to your team, business and bottom line.   Not sure if you need a framework? Here are four ways to determine if a sales framework is needed in your business.   1. Identify the challenges   Your first step is to identify your current challenges. What isn’t working? What could be done differently or better? Make sure you answer this from a team, client and overall business perspective.   Sometimes these problems can be obvious, like in the case of not closing sales or generating referrals or your clients experiencing an inconsistent process. But sometimes they can be hidden deep within ineffective processes and bad habits. In these cases, it can help to have the outside perspective of a business coach with industry experience to help you identify these hidden issues (that’s me by the way *wink*).   2. Know what you want to achieve – what does success look like?   Once you know the challenges you need to overcome, it’s time to define what success would look like. What goals do you want to achieve? What do you want your business to look like...
Are you losing business by not having a sales framework?

Are you losing business by not having a sales framework?

I have been designing and embedding sales frameworks in Financial Services for the last five years, and I have learnt that regardless of the industry you are in; sales is an essential part of any business. Everyone on your team needs to be able to sell, but as you are probably well aware, not everyone on your team can. A sales framework acts as a prompt for your team, guiding them through the interview process, giving them structure and the right questions to ask at the right time. Helping to turn even even your worst salesperson into a high sales performer. Not having a sales framework is like driving to a new destination without a map or GPS. While you may get to the right location occasionally, you may not have taken the best, fastest or nicest route or given your passenger the most enjoyable ride. The simple truth is that greatness lies in mastering a great sales framework. Every great sales person follows a process Still not convinced? Here are four areas that I have helped my customers with simply by implementing a sales framework into their business. Sales frameworks build trust Trust underpins all business transactions. With this in mind, the goal of every sales meeting should not be ‘to make a sale’ but instead build trust with the potential client in front of you. Having a sales framework helps your team to focus on the trust building process and gives them the conversation starters to build rapport, the verbal and non-verbal cues to look for and respond to, and the skills of active listening and effective...
How to overcome your team’s excuses

How to overcome your team’s excuses

As a leader, you are bound to experience team members making excuses about why they can’t, won’t or didn’t do something they were asked or expected to do. While excuses every so often can be understandable – expected even, when they are regularly given you need to act. Here are four ways you can overcome excuses and get you team doing what they are meant to. Stop saying “that’s ok.” “That’s ok” is an automatic response for many of us when someone apologises or gives an excuse, but in many cases, it is not ok at all. You enable your team to give more excuses when you use this phrase – it is alright to do after all. Think about how you can change your language. I often ask what got in the way and how can you prevent that for next time. Reset goals As soon as people miss deadlines or don’t meet goals, I know something internal is going on for them. Take the time to do a coaching session with them, find out what’s going on for them, how you can help and what they need to do to get the job done – get them focused again and unblock whatever is in their path. Look at the bigger issue A good leader will always look at what they too can do to prevent excuses in the future. Ask yourself: Is it a valid excuse or is it masking a bigger issue? Are they unhappy or disengaged? Is the task above their abilities or their belief in their abilities? Do they need additional training or resources...
Five ways to grow your team beyond you

Five ways to grow your team beyond you

As a leader, it can be easy to think your most important role is to increase your organisation’s performance and profit, but the true goal of a leader should be to help your team become more confident and accomplished. So how do you help them to live up to their full potential? Here are five ways to grow your team beyond yourself. 1. Believe One of the greatest things you can do for your team is to believe in them. Often as humans to believe in ourselves and our own potential we need someone else to believe first. Use and develop your team’s strengths and help them to see what they are capable of being. 2. Encourage Encouragement can go a long way in developing both the confidence and capability of your team. A “you can do it” or “you are doing a great job” can help motivate them to strive further. Building a culture of encouragement will help them to feel they can share ideas, take strategic risks and try different tasks without the fear of being reprimanded for mistakes or ridiculed for out-of-the-box thinking. 3. Challenge Set the bar a little higher (realistically higher) for your team each time. Give them tasks that they are capable of doing but will stretch them out of their comfort zone and help them to learn, be and do more. Keep pushing them in a supportive way to improve their skills and capabilities. 4. Mentor Share your experiences, mistakes and lessons with your team. Show them how you think and work through challenges and how you take advantage of opportunities. Let...
How to effectively address conflict within your team

How to effectively address conflict within your team

When different personalities, generations, genders and cultures work together on a daily basis with different viewpoints, priorities and communication methods, conflict is inevitable. So how do you prepare, manage and solve conflict effectively in the workplace? Here are my top tips for addressing conflict within your team. 1. Acknowledge the conflict The first step in dealing with workplace conflict is to acknowledge its existence. Too often conflict is left unaddressed. While there are instances where you should wait to intervene as a leader when conflict is escalating you need to acknowledge it and discuss it straight away…. 2. Uncover the solution You have probably heard the saying “there are always three sides to every story, yours, mine and the truth.” Most people’s perception of what is causing the conflict will be their reality, so the challenge you are tasked with is to help all parties to see the others viewpoint. This may require you to mediate and guide your team through the process of understanding the others point of view and negotiating to find the way forward. Most people do not like conflict, but having a trusted leader who can validate both sides and help them work towards a solution is appreciated and valued. 3. Address important issues Throughout this process, you may find that there are behaviours and issues like bullying, harassment, threats, or other inappropriate conduct that will need to be addressed in a more formal matter. If this is the case, it is important to deal with these issues in a timely and appropriate manner. 4. Turn conflict into opportunity Often conflict is the breeding ground...
How to know when to intervene as a leader

How to know when to intervene as a leader

When problems and issues arise within your business, they can have the ability to dramatically affect the productivity performance and profitability of your organisation. But as a leader, not all situations need your attention. In fact, it can be far better for your team, culture and business if you don’t intervene or micro-manage every individual or situation. So how do you know when you should? Start with these five questions. 1. What signs have I been missing? Often a change in behaviour will alert you to potential problems you need to act on. Are you experiencing high staff turnover? Are your team having more time off? Has productivity dropped? Are some team members unusually quiet? Has their body language changed? These are indicators that there may be a problem you need to address. 2. Will our brand or customers be adversely affected by it? Ask yourself will our brand or customers will be affected by it. If there is any chance of this happening, no matter how small, you need to act. Depending on the situation, your actions may be as mild as offering guidance or support or as bold as taking matters into your own hands. 3. Will our culture or staff morale be impacted? The next question you ask should be around your employees. If I didn’t intervene, what is the impact? Will I have team members resign, will they become disengaged? Will this conflict escalate? Conflict and challenges are inevitable in a workplace where multiple generations and personalities exist, when the situation is escalating, ceasing to be resolved, or having a domino effect on several team...

I admire Kylie’s way in motivating me to be positive and helping me see that I can still be successful without having to change from who I am. She spent times discovering my personal values and helped me apply them to my work. I can never thank her enough.

Ed Sangjitphun

Financial Planner

Kylie, you are such an inspiration. You ability to motivate and teach people is outstanding, your ease to educate and pass on your knowledge is something I will treasure. Working with you has been a highlight in my career and you truly know your stuff. It’s fantastic to learn from someone that has been in my position and is training you from the heart and has the passion an desire for me as an individual to do well. I owe some of my success to you, you are something who I have been able to call on so many times post training and I will treasure you for that

Shendelle Harrison

Financial Planner

Kylie formualted & delivered coaching to our advisers which delivered outstanding results financially & were embraced enthusiastically by them.

Neale Spencer

Actuary

Working with Kylie as a coach gave me the guidance I needed which was fantastic.  Kylie helped me break down my day to day activities so I could work out ways to increase my business thereby working smarter not harder. Doing this not only helped reduce my stress levels but increased my productivity tremendously.  I would highly recommend Kylie as a coach any day.

Justine Wilesmith

Financial Planner

Kylie, thank you for your support, training, coaching and encouragement during the time we worked together at Suncorp.  Your knowledge and understanding of the Financial Services Industry is second to none, and the coaching techniques, trips and traps and knowledge imparted on me was of great benefit. 

You are a fantastic coach and support base and I am confident anyone who has the opportunity to work with you will definitely see an improvement in any area that they require assistance.

Jeni Napper

Financial Planner

It’s not often you find someone who truly believes in your vision and what you need to do to achieve a result. I found Kylie one of those people. I looked forward to Kylie’s visits, as I knew when she left my office, I would feel energised again and ready to meet and exceed my targets.

Kylie you have been missed here at Suncorp, and I’m proud to have met and worked with you.

Maree Jurgensen

Financial Adviser, Suncorp