+44 (0)1234 48 0123 heather@heathertownsend.co.uk

CLUB EVENTS


Details of all the club events for members. Non-members can attend events for a fee of £150 + VAT per event.

Thursday 19th April 2018

12:30 – 13:30 London time

Heather Townsend

How to build and execute a 3-year growth plan for your practice


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • How to use the STAGe model to create an actionable and focused 3 year plan to grow your practice
  • Tips for using the STAGe model with your clients to help them create their own actionable 3-year plan
  • How to get all your team to support you to implement your 3-year plan
  • How to ensure that your team don’t get initiative overload as they implement your growth plans

Thursday 26th April 2018

11:00 – 12:00 London time

Heather Townsend

Sharon Pocock

How to successfully implement a fee increase for your practice


Attendees: Practice owners, senior leadership team members, practice managers

If you attend this interactive virtual masterclass you will learn:

  • What stopped Kinder Pocock from implementing a fee increase and how she finally overcame all the barriers
  • How did Kinder Pocock successfully implement a fee increase which was instrumental behind a 100% growth in their net profit over a 18 month period
  • The importance of a consistent quoting tool and why you don’t need to spend money on a pricing tool piece of software
  • How to deal with clients who push back on your proposed fee increase
  • The 3 main mistakes most practice owners make when implementing a fee increase

Thursday 26th April 2018

12:30 – 13:30 London time

Heather Townsend

Effective listening and questioning


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • What is active listening and how does using active listening make it easier to work with clients
  • The 3 different types of questions and when you would use them
  • What typically is at the root of all misunderstandings and how to make sure you are always properly understood by others
  • How people typically listen and the filters they use to make sense of the message
  • The 3-R listening triangle and when to use each technique

Thursday 10th May 2018

11:00 – 12:00 London time

Heather Townsend

Sian Kelly

How to change your clients onto monthly billing by direct debit


Attendees: Practice owners, senior leadership team members, practice managers

If you attend this interactive virtual masterclass you will learn:

  • How monthly billing by direct debit solved more than just Inform Accountings cash flow woes. (And how it can do this for your practice too)
  • What technology to use to implement it smoothly in your practice & how Inform Accounting automates the set up and billing with monthly billing by direct debit in their practice.
  • How to get your staff to embrace monthly billing by direct debit
  • How to persuade reluctant clients to move to being billed monthly by direct debit
  • How to convert existing clients onto monthly billing by direct debit

Thursday 17th May 2018

12:30 – 13:30 London time

Heather Townsend

Leading change: What you need to know to sustainably do things differently in your practice


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • Why most change projects or initiatives fail
  • What 3 things do you need to consider if you want to bring about change in your practice
  • What is your role as a “leader of change” in your practice
  • How to gain the hearts and minds of your staff and clients for your proposed changes
  • How to minimise resistance to your proposed changes

Monday 21st May 2018

12:30 – 13:30 London time

Heather Townsend

How to influence persuasively


Attendees: Staff members

If you attend this interactive virtual masterclass you will learn:

  • What are the two different types of influencing styles you can use – and when to use each style
  • How to get your own way (ethically and morally), whilst still using positive behaviours
  • How to influence clients and colleagues to bring them around to your way of thinking
  • What undermines our personal influence and how to change this
  • How to influence a strong, aggressive or pushy person

Wednesday 6th June 2018

11:00 – 12:00 London time

Heather Townsend

Paul Miller

How to maximise referrals from existing clients and introducers


Attendees: Practice owners, senior leadership team members, staff with business development targets

If you attend this interactive virtual masterclass you will learn:

  • How Paul Miller (MD of cornish accounting) generates over 10 good quality leads a month via referrals
  • How does Paul get his local bank managers and lawyers to feed him regularly high quality leads
  • The exact script Paul uses with new clients to get them to give him willingly and freely referrals to good quality clients
  • How Paul’s team regularly delight their current clients to maximise referrals from existing clients

Wednesday June 13th 2018

12:30 – 13:30 London time

Heather Townsend

How to get the time and headspace to work on your practice


Attendees: Practice owners, senior leadership team members, first line managers and supervisors

If you attend this interactive virtual masterclass you will learn:

  • Why you need to carve out headspace for yourself if you are going to grow your practice
  • How to use the red/black/blue model to claw back time to work ON your practice
  • The mindset shifts you will need to make if you are going to reduce the demands on you from your staff and clients
  • How to delegate effectively to your team and staff
  • How to minimise interruptions from your team, staff and clients
  • Tips and techniques to be ultra productive and work at peak level

Wednesday June 20th 2018

12:30 – 13:30 London time

Heather Townsend

How to be confident with difficult conversations


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • What makes a difficult conversation and how are they normally caused?
  • Practical techniques to bring to a successful conclusion a difficult conversation
  • “The other side of the picture” model and how this is often at the root cause of a difficult conversation
  • How to be assertive rather than aggressive or passive
  • How to maintain control of a difficult conversation

Wednesday 4th July 2018

11:00 – 12:00 London time

Sian Kelly

Guy Robinson

Using Apprenticeships


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • How Inform Accounting & Xebra Accounting have used apprentices to grow their own talent very cost effectively
  • How Inform Accounting have employed top quality school leavers as apprentices in their firm
  • What grants, funding or help is out there to help you use apprentices in your firm
  • What to expect with your apprentices
  • What Inform Accounting & Xebra Accounting learnt from their experiences (& mistakes) with employing and developing apprentices which can help you

Tuesday 10th July 2018

12:30 – 13:30 London time

Heather Townsend

How to attract, develop and retain your talent


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • What today’s employee wants from their employer & how you don’t need deep pockets to keep your best people
  • How to attract the right people for your vacancies without needing to pay a large fee to a recruitment agency
  • How to onboard your new joiners so they quickly get-up-speed and become an advocate for you and your firm
  • How to develop your staff on a shoestring budget (and why sending your staff on a costly training course is often a waste of money)
  • How to use short monthly performance and development conversations, rather than bi-annual performance reviews, to get the best out of your staff

Wednesday 18th July 2018

12:30 – 13:30 London time

Heather Townsend

How to use the telephone with confidence


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • How to create a professional impression on the phone
  • How to control a call and get it to a successful outcome
  • How to make sure that you are always understood on the phone
  • How to get the confidence to pick up the phone to someone who is not expecting your call
  • How to take the emotion out of a difficult call

Thursday 9th August 2018

12:30 – 13:30 London time

Heather Townsend

How to build your team to support you to grow a £1m practice


Attendees: Practice owners, senior leadership team members, first line managers and supervisors

If you attend this interactive virtual masterclass you will learn:

  • What ingredients are needed for a high performing team
  • Tips and techniques to keep your team focused, motivated and operating as “one team”
  • How to use the “making it happen” meeting rhythm to keep your team members communicating with each other effectively, but working on the stuff which matters
  • How to quickly integrate a new team member and how to gracefully exit a team member without a kerfuffle
  • How to take a dysfunctional team to be the high performing team you thought you couldn’t afford

Thursday 16th August 2018

11:00 – 12:00 London time

Heather Townsend

Guy Robinson

How to create a high performing team from scratch


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • The exact steps you need to take to build your team one-by-one
  • What Guy Robinson learnt as a result of losing all his team and then having to rehire a completely new team
  • How much you have to consider the dynamics of your existing team when hiring new members of staff
  • How Guy has got his newly formed team to quickly work & gel together
  • How to Guy diffused the inevitable conflicts and discord within his team as they went through the “storming” stage

Thursday 16th August 2018

12:30 – 13:30 London time

Heather Townsend

How to deliver client service excellence


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • What do we mean by client service excellence and why is this so important to deliver for your firm
  • What is the 5 essential ingredients to deliver client service excellence?
  • What are touchpoints? And how to make sure the last touchpoint a client has with the firm is positive
  • How to say no to a client gracefully

Wednesday 5th Sept 2018

12:30 – 13:30 London time

Heather Townsend

How to create the right level of capacity for your firm’s every changing workload


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • What typically causes over-trading or capacity issues in practices and how you can stop this happening for your practice
  • How to spot and remedy the red flags in your practice which signal your practice is running at over capacity or about to over-trade
  • Alternative and scalable resourcing models to help you match your capacity to the peaks and troughs in your demand
  • How to alleviate the peaks and troughs in demand for your services from clients
  • What forward planning should you do monthly and quarterly to identify the resource your need

Tuesday 11th Sept 2018

12:30 – 13:30 London time

Heather Townsend

How to spot opportunities to cross-sell/upsell


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • What buying signals will be present to suggest your client is happy to take more services from you
  • The importance of being curious about your clients’ businesses in order to identify upsell opportunities
  • How to ask for the upsell and what to say if they say “no”
  • How to get your client to open up and tell you more about the current requirements they have for their business

Tuesday 25th September 2018

11:00 – 12:00 London time

Heather Townsend

Guy Robinson

How to win £5,000 + clients (or clients who want more than just standard compliance services)


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • What marketing Guy Robinson does and how he does it in order to have a client base on a min annual fee of £5k
  • What mindset shifts you need to make in order to attract in the high value clients
  • What is Guy’s sales process in order to get his clients to spend a minimum of £5k per year with him.
  • How Guy qualifies out leads who are not a good fit for his practice & so doesn’t waste time on clients who are never going to pay his min £5k annual fee level
  • What services Guy’s clients take from him in order to justify the min £5k annual fee level

Tuesday 2nd October 2018

12:30 – 13:30 London time

Heather Townsend

How to generate enough leads to the right type of clients


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • The importance of clearly defining a narrow target market & why failing to do this will severely restrict your number of good quality leads
  • The shortcuts a client portfolio analysis can give you to winning the right type of clients
  • How to use a tactical marketing plan to generate the right number of leads
  • How to involve your team in lead generation so you don’t need to do it all
  • How to maximise the number of leads you get from clients and introducers

Thursday 4th October 2018

11:00 – 12:00 London time

Heather Townsend

Sharon Pocock

How to get client on boarding right


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • How Kinder Pocock cut their new client onboarding time by over 50% by automating their on boarding process
  • What are the key elements in the Kinder Pocock’s on boarding process which allows them to quickly upsell more services to new clients
  • How Kinder Pocock allocate the responsibilities for on boarding new clients and manage this without anything slipping through the cracks
  • The exact technology that Kinder Pocock use to automate their new client onboarding process

Tuesday 9th October 2018

12:30 – 13:30 London time

Heather Townsend

How to handle a new client enquiry


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • The importance of qualifying new client enquiries and how to qualify new client enquiries effectively
  • How to structure a sales conversation with a new client enquiry
  • The importance of being curious rather than acting as an order taker
  • Why being good at handling new client enquiries is NOT about being able to close the deal

Tuesday 6th November 2018

12:30 – 13:30 London time

Heather Townsend

How to upsell advisory services


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • Why accountants find it difficult to upsell advisory services
  • What information you need to know about a client before you can effectively upsell them advisory services
  • How to make your advisory services absolutely irresistible to your clients
  • What signals to listen out for to see if your client is interested in buying advisory services from you and your firm
  • How to structure a conversation with a client to upsell them advisory services

Tuesday 13th November 2018

12:30 – 13:30 London time

Heather Townsend

How to build your own network


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • What we mean by effective business networking
  • How to start to build up your own network in order to achieve your personal and business goals
  • The importance of having A-listers in your network
  • The 5-level relationship model – and how to use this to form deep and strong business relationships
  • How to handle your first meeting with a potential introducer
  • How to get the most out of a membership of a ‘BNI’ type networking group or general networking event

Tuesday 27th November 2018

11:00 – 12:00 London time

Heather Townsend

Paul Miller

How to sell business coaching


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • What prompted Paul Miller to start to sell business coaching to his clients
  • How does Paul Miller generate coaching leads from his existing clients
  • How Paul Miller charges out his time for business coaching (& makes a significantly higher yield than if he was selling out time for accountancy)
  • What you can learn from Paul’s mistakes and learning curve as a business coach to introduce business coaching in your practice
  • How to identify which clients will be interested in a business coaching service (and then upsell coaching to them)

Tuesday 4th December 2018

12:30 – 13:30 London time

Heather Townsend

How to choose what advisory services to offer to your clients


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • What do we mean by advisory services
  • What 2 things your clients are buying from you when they buy advisory services
  • Why it is much harder to sell advisory services and what selling behaviours you need to change in order to be able to sell advisory services
  • Why it’s important to keep it simple when you first introduce advisory services
  • How to make your new advisory services irresistible to your clients

Tuesday 11th December 2018

12:30 – 13:30 London time

Heather Townsend

How to drive your own career


Attendees: staff members

If you attend this interactive virtual masterclass you will learn:

  • What does taking responsibility for your own career actually mean
  • Why it’s up to you to drive your own career (not your firm’s responsibility)
  • How to have a conversation with your manager to tell them that you want to progress your career
  • What are the most effective ways to develop yourself
  • What skills will you need to develop as you progress your career in practice
  • How to make the time to develop yourself and your career

Wednesday 12th December 2018

11:00 – 12:00 London time

Heather Townsend

Sian Kelly

How to systemise and automate your practice


Attendees: Practice owners, senior leadership team members

If you attend this interactive virtual masterclass you will learn:

  • Exactly which parts of her workflow Sian has automated at Inform Accounting
  • How Sian and her team identify processes to automate and what they then do to make this happen
  • What is in Inform Accounting’s technology stack in order to automate so much of their practice?
  • How Sian and her team monitor the automated processes to make sure that nothing slips through the cracks.