Gaining client and prospect attention in the hybrid world

Online event
Thursday, 30 September 2021
10:30 am – 11:30 am (UK time)
    • Nick Thomas, Sales Trainer, Coach and Consultant, Nick Thomas & Associates

In this comprehensive and informative session, Nick Thomas examines one of the toughest virtual challenges in sales and client work; how to gain the attention of new prospects, and existing clients, in a world where our normal in-person interactions are limited. As we move into 'hybrid' and agile working environments, he explains why virtual challenges will remain highly relevant and explores how best practice might evolve.

For many of us, Government lockdown measures in March 2020 precipitated a sudden shift to the unfamiliar environment of remote working and trading. This new way of working has posed multiple challenges in a diverse range of areas across sales and client interaction, performance and wellbeing, and management and leadership. To respond to these challenges and compete in a dynamic marketplace requires that we adapt existing skills and methodologies, as well as developing new ones. Research suggests, that as we now move into a largely 'hybrid' working environment, 'virtual' skills will remain vital for successful sales and client outcomes, not least because our prospects and clients value this approach.

With exponential increases in email traffic to clients, and a corresponding reduction in client response rates, how do we 'cut through the noise', gain an audience with clients, and provide ourselves with the opportunity to differentiate ourselves from the competition?

Nick looks at how this environment challenges our ability to develop the very relationships we need with our clients or brokers in hard market conditions. He takes a step back and explores how client-seller relationships have transformed in the information age, with the development of the 'age of the customer' and 'client apathy', and how our current circumstances create opportunity for us to counter these developments, allowing us to first attract the attention of our prospect or client and then to build and hold engagement. The session will demonstrate the vital importance of 'perspective' selling, what it is, and some techniques to achieve it in the prevailing economic climate and developing a hybrid working paradigm.

Irrespective of who our 'client' may be – Broker, Insurer, Insurance-buyer or other – this session is particularly relevant to the London Market which for centuries has laid its foundations on the bedrock of face-to-face relationships, discussion, and negotiation.

Learning objectives:

  • Understand the importance of close client relationships and trusted adviser status particularly in a hard market and how this may be compromised by more remote working
  • Understand the 'client apathy loop' and how current circumstances present us with the opportunity to break the loop
  • The use of perspective to overcome these challenges and maximise the opportunities
  • Breaking through the noise, and the importance of a multi-touchpoint strategy

Please note, this session will not be recorded so a webinar playback will not be available for members who did not attend the live event.

This webinar will be hosted on Zoom. Please ensure you have registered with the platform prior to the event and familiarised yourself with their T&Cs and Privacy Statement.

All participants will receive a copy of the presentation post-webinar.

PLEASE NOTE: tickets for this webinar are non-refundable, but substitutions can be made in certain circumstances.


Please contact Gemma Warren (07436 263847) with any queries regarding this event.

  • Online event

Booking information:

You will be sent a confirmation email shortly after booking. If you have not received this within one hour, please contact Gemma Warren (07436 263847).

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at