O P I N I O N
Client success initiative
It’s more important than ever to stay close to our clients, to understand their changing needs, and to help them achieve their business goals.
B ack in 2016-2017, we at SCS Engineers were strategizing how to bolster our organic growth in what was then a sluggish economy. We decided we needed to focus more on client outcomes rather than simply completing projects. We had to broaden our perspective and become part of our client’s delivery team, completely dedicated to helping them achieve their business goals. We rolled out training, communication and client feedback programs, implementation tools, and follow-up tactics to educate, align, and execute on the plan. We called this our Client Success initiative.
All significant mindset or culture changes take time and receive varying levels of initial acceptance. CSi was no exception. And frankly, soon after we launched the initiative, the economy took off and we, like most of the AEC industry, rode the wave. Our organic growth exceeded plan and we were busier than ever serving clients, even though we hadn’t made huge strides in implementing the initiative. There was so much work on the street that it more or less walked in the door. With the effects of COVID-19 on our psyches and the economy, it’s more important than ever
to stay close to our clients, to understand their changing needs, and to help them achieve their business goals. During and on the other side of this pandemic, clients will be forced to cut back on spending and will be looking for ways to stretch their dollar – to get more for less. In such a world, understanding our client’s objectives and focusing on delivering business value will be more critical than ever. It will be the differentiator that will determine our success as AEC firms, especially when we are competing
See EDUARDO SMITH, page 10
THE ZWEIG LETTER AUGUST 17, 2020, ISSUE 1357
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