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________________________________________________________________________________________
American Council of
Engineering Companies
Volume XXII, Number 20
August 17,
2001
1015 15th Street, NW
Washington, DC 20005
202-347-7474
Fax
202-898-0068
www.acec.org
E-mail acec@acec.org
Francis George, Editor
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GA Report |
Business
Fundamental to a competitive service approach is a set of four CLIENTSHIP principles that can serve as the foundation for your client service approach:
CLIENTSHIP’s Guiding Principles
• Your client is the sole judge of your service value. In the end, his/her view is the only one that really counts.
• The purpose of client service is to create added value to the technical services you offer your client.
• Client service is a series of "service products" you offer and deliver to your client.
• Like other products, "service products" are created, planned, managed, promoted, delivered, and evaluated in a never-ending cycle of constant improvement. Thinking of service as you think of more tangible products helps to overcome the myth that service just happens.
Remember the five strategic service expectations that we introduced you to in the last chapter? These are the core strategic "service products" that you have to offer clients. How each one is applied will also depend on the specific client situation. These products are:
• Accessibility
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Responsiveness
• Recovery
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Follow-through
• Attention
Excerpted from Clientship: Building Client Service Bridges to Profitability, by Michael Kennedy and Steve Greenberg. Clientship is available for sale as an ACEC publication #LW-312, $49 members, $69 non-members, $4 s/h. Orders should be sent to ACEC, FAX (202) 789-7220, or purchase it online at www.acec.org/publications. Please include your Mastercard, Visa, or American Express number with the expiration date, contact name, firm name, street address, phone number, and e-mail address
on fax orders.