Taking The Heat Out Of Heated DiscussionsSCENARIO - Your project is going well, no unusual issues have come up. But on a Friday afternoon your client calls uncharacteristically agitated and wants ...
Giving Clear Instructions, Don’t Make This Mistake TwiceSCENARIO - Your project is going relatively smoothly, no unforeseen issues have arisen. At one point, your client requests a minor modification to the design...
What Your Clients Need, But Don’t Ask ForSCENARIO - Your client calls very upset because you did not do what you said you were going to do. And because of this, their Board is talking about looking ...
How To Lose A Client In 5 Easy Steps KEY INSIGHT – From thousands of client feedback interviews conducted, CFU identified that the #1 reason clients discontinue working with a firm is due to a f...
Delivering Bad News Doesn’t Have To Be All BadSCENARIO - It was just brought to your attention that an unexpected permitting issue came up and this will cause you to miss an important schedule milestone....
Getting A Conversation Back On Track – The Essentials SCENARIO - The meeting you are running is on schedule and going well. All of the attendees are aware of the purpose of the meeting and the amount of time it ...
Are We Clear About Client Service?By: Mel Lester, BizEdge, www.ae-resource.com Several years ago, the company I worked for decided to add this statement to its core values: "Our top operatin...
Does Service Excellence Pay?By: Mel Lester, BizEdge, www.ae-resource.com I've long been a passionate advocate for the value of delivering exceptional client service. My research and exp...
Why Client Service is the Key to Increasing Revenue and Decreasing RiskIn today’s market of fierce buyer demands and endless competitive options for professional services, client service can no longer be overlooked as an importa...
