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Client Focus

Published 13th February 2006 by Constructing Excellence

Having an ingrained Client Focus in the way you do business with others can provide benefits such as:

  • Developing long-term and mutually beneficial relationships
  • Increasing the possibility of repeat business
  • Keeping in-step with the needs and concerns of your client resulting in client satisfaction
  • Reduced wastage costs and profitability

The construction Industry is striving to improve its customer/client relations. Clients increasingly want cost, price and quality to be delivered as a matter of course. They expect the industry to go further by working in a culture of co-operation and trust, focused on the needs of the customer. However, this works both ways and contractors are increasingly seeking to win negotiated work and to build real relationships with clients.

A Model of client satisfaction can be split into two sections – Differentiators and Essentials.

Differentiators – set you apart from the crowd as you actively demonstrate:

  • Trust, openness and respect
  • Pro-activity
  • Anticipation of problems and problem solving
  • Communication
  • Planning and workshopping
  • Teamworking

Essentials are required as a must to even get on the shortlist:

  • Quality
  • Cost predictability
  • Time predictability
  • Resources
  • Health & safety
  • Appropriate experience and expertise
  • Financial stability

Construction projects involve many different contributions from diverse types of companies and organisations. It is crucial that they all work together effectively. What ever your contribution to a project, you can improve your performance by seeking feedback from the other members of the supply chain.

Filed in: Internal Culture