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How we work

Our Purpose

Our partnering approach

At Fox Turner Partners we believe the biggest impact we can make is when we approach, think, act and work as a partner with all our client projects.

We believe that to be a true partner we must first work with our clients from the inside out - investing time to immerse ourselves into the very fibre and pathology of our client's business - with special attention to their people, their customers and the strategies that link the two.

We believe in helping our clients better leverage their key people and customer assets - converting often unseen opportunities by helping to open doors and windows often blocked or clouded by missing subtle indicators to finding and winning new customers or keeping and growing current customers.

Partnership to us is not simply a word or notion - it's more than a value - it's our methodology, it's our foundation and we pride ourselves on bringing the partnership to life and making it tactile, tangible and multidimensional with all our clients.

Success is celebrated when our clients achieve past their nominated goals. Success is measured commercially and not theoretically or anecdotally.

Our client successes are achieved through empowering people to unlock more elevated performance and helping them find their own inspiration that drives their focus.

Fox Turner Partners exists to support business owners and executives in their crusade to grow.

Our Approach

vision

Vision

  • Meeting or series of short meetings with leadership and key stakeholders
  • Define the current and the desired state, objectives
  • Generate commitment
  • Determine roles, responsibilities and time lines
discovery

Discovery

  • Series of short interviews, observations and focus groups
  • Learn your organization's specific nuances
  • Learn products, solutions and client/prospects
  • Identify transferable best practices and coaching opportunities
  • Engage advocates
develop

Develop

  • Combine information from Discovery (our interviews and observations) and other selling/servicing/coaching fundamentals
  • Create highly customized and relevant content
delivery

Delivery

  • Practice skills and best practice conversations and coaching
  • We make training an "experience" by delivering extremely interactive and practice-oriented content
  • Focus on live case studies and examples, to enable immediate post-training application
follow up

Follow up

  • Training is the starting line, not the finish line
  • This is the most important phase of the project because it creates sustainability and habits
coach

Coach

  • Our most successful clients say they appreciate our "coach the coach" approach to working with leaders to ensure successful applications occurs and/or when we work with sellers as practice coaches to set people up for success with real client scenarios
  • Create a long term reinforcement plan and practice culture that lasts

Our Approach in action

A customer success story

A client in the Legal industry with a specialty focus in Family, Criminal and Civil Law in the consumer space had been enjoying steady year on year growth. With multiple offices they looked to provide their customers with easy access to the best legal advice and are justifiably proud of their expertise and service delivery. When reviewing their financial performance over the past two years they discovered that their growth had slowed considerably. They began digging more deeply into the root cause reasons for their drop off and it was discovered, through unbundling the key indicators, that their conversions of inbound consumer enquiries had dropped. This key process was the ingredient that needed to be refreshed as this low call enquiry conversion rate was negatively affecting their revenues. This client story is all about how to reset the business focus to achieve the desired outcomes. Business owners today are so often and easily distracted from the key ingredients to success and it often takes a fresh perspective to help get back on track.

The problem

The main component to overturn was the reduction in inbound customer inquiries converted to billable business. The reality was a 7% decline over the past 12 months which led to compounded increase in the cost of sales due to the lower win rate.

What they did

They increased their sharpness on questioning skills relating to the incoming call inquirers needs.

By being more inquisitive prior to giving out advice they became much better at eliciting hidden drivers and needs - this then created a much more genuine conversation and hence a more comfortable client experience.

As each incoming inquiry was treated differently, and by slowing down to more thoroughly diagnose the actual needs - the team started to better listen to what was not being shared by the client. This then allowed the clients to move from lower interest to stronger interest. This directly translated into more clients wanting to receive paid advice as they felt a greater sense of support.

Why they did it

The cost of acquiring new clients was too high, which negatively impacted their profitable revenue.

What was the success?

They enjoyed an uplift in annualised revenue by 24.5%.