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Freese and Nichols, Inc. • Multi-service engineering,
architecture and environmental science firm
• 117-year history means experience, strength and stability
• 12 offices, all in Texas • More than 450 experienced
professionals, technical experts and support personnel
Freese and Nichols, Inc.
Channel Restoration Provides Bridge over Troubled Water University Channel Erosion Restoration
MARKETS: Municipal SERVICES: Storm Water, Construction Services, Environmental Science, Permitting, Structural
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97 98 99 00 01 02 03 04 05 06 07 08 09 10
Mill
ions
Net Bookings
CI with Our Clients
Client Sat Surveys
Client-Centered Marketing
Hedgehog Concept Integrated
Sales System
New Internet Site
New Sales Structure
Client Seminars
Hedgehog Concept
Be the very best at client service, resulting in long-term mutually beneficial relationships
• Studies show that converted complainers are more loyal than any other type of client
• Ask our clients how we are performing • Ask what we can do to improve our service
Encourage Clients to Complain
5 Exceeds Expectations 4 Very Satisfied 3 Satisfied/Average 2 Somewhat Dissatisfied 1 Dissatisfied
Client Satisfaction Surveys
• Schedule • Budget • Understanding
Client’s Need • Responsiveness • Communications
• Adaptability • Technical Proficiency • Innovation
– Creative Approaches – Alternatives Discussed – Cost Savings
recommendations
Top Box 5 Measurements
Client Satisfaction Survey Results
Year Number Surveys
Sent Surveys
Returned Unique Clients
TB5 Rating
Return Rate in % Top Box 5 % Average
Score
2010 Year 8 278 92 78 43 33.09% 46.74% 4.7
2009 Year 7 304 123 92 63 40.46% 51.22% 4.7
2008 Year 6 345 134 113 73 38.84% 54.48% 4.6
2007 Year 5 241 91 77 42 37.76% 46.15% 4.6
2006 Year 4 209 95 80 35 45.45% 36.84% 4.7
2005 Year 3 276 110 74 37 39.86% 33.64% 4.7
2004 Year 2 221 83 57 30 37.56% 36.14% 4.6
2003 Year 1 356 105 90 31 29.49% 29.52% 4.5
Overall Client Satisfaction
3.0
3.5
4.0
4.5
5.0
2006 2007 2008 2009 2010
Ove
rall
Clie
nt R
atin
g Overall Client Satisfaction
Municipal WD/RA Emerging FNI Overall
Good
The single most important talent in selling professional services is the ability to understand the purchasing process (not the sales process) from the clients’ perspective.
How Clients Choose
• Large Account Management Plan (LAMP)
• Strategic Selling
• Conceptual Selling
LAMP Plan (Gold)
SSO - Single Sales Objective Plan (Blue)
Sales Call Plan (Green)
Miller-Heiman Sales Tools
• The LAMP Plan or Gold Sheet: – Focuses our plans on client needs – Helps identify our strengths and weaknesses with the
client – Requires client teams to work together – Step-by-step method of developing a sales and marketing
action plan for this client – Helps identify other services which may benefit the client
Sales Tools
LAMP Plan/Gold Sheet
• Client retention: • 42% of Key Accounts for more than 30 years • 71% of Key Accounts for more than 10 years
• Measure depth of relationship, building toward trusted advisor
• Manage relationships with clients
LAMP Plan/Gold Sheet
• Define how you
would like clients to view Freese and Nichols
• Set goals to reach that position
• Define Sales and Support programs such as FN University classes, key client visits
LAMP Plan/Gold Sheet
• Action plan – electronic reminders • Build a client-centered culture • Share with project team so all are in sync
regarding client relationship development
• Strategic Selling focuses on projects called SSOs (Single Sales Objectives) – SSO Plans (Blue Sheets) help define a process to position
us for winning the project – Helps develop a strategy to build relationships and prepare
to win the project long before an RFP is issued
Sales Tools
SSO/Blue Sheet
• Help manage client relationships • Define clients roles, area of influence, needs
and wants • Provide an opportunity to better understand
client purchasing decisions
• Conceptual Selling focuses on Sales Calls – The Sales Call Plan (Green Sheet) provides an
outline for planning a sales visit – Provides a format to help build credibility – Teaches a questioning technique that is
conversational and provides much more relevant information
Sales Tools
Sales Call Plan/Green Sheet
• Helps manage client communications
• Listening to clients needs, wants • Building credibility • Providing opportunities for
clients to express concerns, satisfaction or dissatisfaction
Integrated Online System
Projected Bookings
07 08 09 J F M A M J J A S O N D 2011YTD Bookings WBNA (2010 & Prior)Remaining 2010 SSOs Past Due SSOsYTD Bookings Target
Good
• Improvements to Customer Listening – Client Think Tank Panels – Proposal Debriefings
• Client Satisfaction Survey Revisions – Comparative Questions – Added Data Point
Continuing Our CI Journey