Description

Clients' End Game: Innovative Strategies and Processes for Building a Client-Centric A/E/C FirmBy Ernest Burden, Jr. How can you maintain a high level of client care and client satisfaction if you're not sure what makes clients tick? Answer: through continuous image and satisfaction surveys and constant client feedback. That's the easy part. This book outlines what clients want and expect-from their point of view, describing the clients' perspective throughout the entire marketing and project delivery process. The book is not only about clients, it is by the clients themselves. Their voices are in every chapter and case study. The author's role as consultant to A/E/C firms provided the verbatim quotes from face-to-face interviews with those firms' clients, client image surveys, industry lectures by clients, and client selection committees' verbatim comments on A/E/C project presentations. Winning firms must determine and manage the expectations of the client set forth in the business development process in order to provide exceptional service throughout the project. Continuous tracking by feedback mechanisms from the client is critical to maintain a high level of service, fulfilling expectations and establishing value for the client until completion of the project and beyond. Gain insights into the following:--Strategies and techniques for surveying clients--Keys to understanding the client's organization--Three things that clients expect most: Service, service, service--The project from the client's perspective--RFPs: Clues to the client's end game.--Presentations that seal the deal--Client selection committee's real agenda--Providing value to clients through feedback--Building a client loyalty program--Ranking clients for future work Satisfied clients are the key to getting referrals and testimonials that can be used in a firm's future marketing efforts in print media and Web-based presentations. The epilogue of the book lists the several hundred clients in all A/E/C industries who contributed quotes or influenced the narrative of this work. Format: 214-page PDFNumerous charts, graphs and self-evaluation forms including 85 color photographs.