Registration Time: 13:15
Sessions Time: 13:30 - 16:45  including a 15-minute break
Speaker: Ms Greta Rapinett
Venue:   Online Webinar

Participation Fees 
MIA Members: €40.00
Non-MIA Members: €75.00
Retired Members: €20.00
Students: €30.00

*Group bookings for 3 or more participants available.

BACKGROUND INFORMATION

In Malta's unique and interconnected business environment, your reputation is your most valuable asset. As the professional and financial sector continues to evolve, driven by regulatory complexity and digital transformation, technical competence alone is no longer enough. Clients seek more than just a service provider; they want a trusted advisor and a genuine partner who understands them and their business.

This workshop is designed to equip participants with the essential strategic communication and client intimacy skills needed to stand-out in the modern "trust economy."

SPECIFIC TOPICS TO BE COVERED DURING THE SESSION

Part 1: Understanding the Trust Economy

• The Paradigm Shift: Defining the trust economy and its relevance to the Maltese business landscape.

• The Trust Gap: Analysing why a lack of trust is a key driver of commoditisation pressure.

• Trust as a Competitive Advantage: Exploring how trust, not just expertise, becomes the ultimate differentiator.

• Talking point: The Proactive Advisor vs. The Reactive Accountant: A scenario-based discussion on how a proactive, communication-led approach builds trust.

Part 2: Strategic Communication for Impact

• Speaking Your Client's Language: Mastering the ability of communicating complex financial jargon and regulatory updates into simple, actionable insights.

• Proactive vs Reactive Communication: Moving from reactive responses to anticipating client needs and communicating the impact of critical information to their business value.

• Those Difficult Conversations: Techniques for handling tough topics, such as explaining unexpected results or delivering bad news, while maintaining trust and empathy.

Part 3: Client Intimacy

• Beyond the Numbers: How to gain a deep understanding of your client's business, goals, and personal anxieties.

• Personalisation at Scale: How to tailor your service and communication to individual clients, making them feel genuinely valued and understood, regardless of the size of their firm.

• The Role of Emotional Intelligence (EQ): Practical tips for developing EQ to read non-verbal cues and build rapport.

• Internal Trust, External Impact: Discussing how building trust within your own team is foundational to delivering a seamless, trustworthy client experience.

• From Client to Advocate: Converting satisfied clients into enthusiastic brand ambassadors who drive organic referrals and growth.

Why is the session of relevance to our members?

Participants will learn how to move beyond transactional relationships to develop a deeper, lasting partnership that not only retains clients, but also attract new ones through first-hand word-of-mouth referrals. By focusing on how trust is 'felt' by the client, you'll learn to differentiate your firm from competitors who are still treating the professional and financial services industry as a commodity.
Competence alone is not enough to gain trust and build relationships.

Target Audience

• Practice partners looking to future-proof their firms
• Client service teams
• Practitioners in specialised sectors (gaming, fintech, family offices)
• Firms struggling with commoditisation pressure

Speaker's Profile

Greta Rapinett is a Customer Strategist and Trainer with over 15 years of leadership experience. Her expertise is deeply rooted in credit management, where she previously directed the Credit Control functions, overseeing different portfolio across consumer, business, and corporate segments.

A key architect in post-merger integrations, Greta was instrumental in unifying the credit functions of four companies. She successfully developed and implemented comprehensive credit control and collections policies from the ground up. By streamlining people and processes, she built a robust framework that enhanced efficiency leveraged relationship-building to increase customer trust and retention.

Greta, crossed over to head Sales and Retention teams in the B2B environment, expanding further her ambition and ability to integrate the Credit function with the Commercial side. 

Today, Greta uses this extensive hands-on experience to help organisations understand better how to deliver moments that matter. She does it by helping people develop their human skills and attitudes, be they leaders or front liners. Greta advocates hard for customer strategies to grow business value. 

EVeNT CPE COMPETENCies

3 Professional

WEBINARS TERMS AND CONDITIONS

Terms and conditions  apply

DISCLAIMER

By Registering and/or Booking for this event, you agree that MIA will collect your information which will be using it in accordance with its Privacy Notice available at the following link.

Please note that all webinars are recorded by the MIA. Such recordings will be retained by the MIA for internal use.