The LAMP Plan or Gold Sheet: – Focuses our plans on client needs. – Helps identify our strengths and weaknesses with the client. – Requires client tea...
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6 Child Focus, Inc. Cultural Competency Plan Persons Served Child Focus, Inc’s service area includes the Southwestern, Ohio region with primary consumer markets
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4 RESPONSIBILITIES AND DELEGATED AUTHORITY 4.1 Council: 4.1.1 Council must create, evaluate, review and adapt the Customer Care and Management, and Debt Collection
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PRODUCT DATASHEET Today’s Customer Experience Challenge According to research firm Ovum, 74% of consumers use more than three channels to get their questions
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Customer Focus No Hedging on Customer Needs Pam Fry Marketing Manager
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
CI with Our Clients Net Bookings
$90 $80
Hedgehog Concept
Millions
$70
Client-Centered Marketing
$60 $50 $40 $30
Integrated Sales System New Internet Site
Client Sat Surveys
New Sales Structure
Client Seminars
$20 $10 $0 97
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Hedgehog Concept Be the very best at client service, resulting in long-term mutually beneficial relationships
Encourage Clients to Complain • 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
Client Satisfaction Surveys
5 4 3 2 1
Exceeds Expectations Very Satisfied Satisfied/Average Somewhat Dissatisfied Dissatisfied
Top Box 5 Measurements • Schedule • Budget • Understanding Client’s Need • Responsiveness • Communications
How Clients Choose 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.
Integrated Sales System
Miller-Heiman Sales Tools • Large Account Management Plan (LAMP)
• Strategic Selling
LAMP Plan (Gold)
SSO - Single Sales Objective Plan (Blue)
• Conceptual Selling Sales Call Plan (Green)
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
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
Sales Tools • 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
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
Sales Tools • 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 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
