NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 deﬁnitions practical information based or meaning - theory based Communication

A SEMINAR BY BILL BEARDSLEE, P.L.S., P.E., P.P.

NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS

Client Communications: The Lifeblood of Business

Client Communications – The Lifeblood of Business

WHAT IS COMMUNICATION?

Webster's says - A process by which information is

exchanged between individuals through a

common system of symbols, signs, or

behavior.

Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based

Communication skills have become as important

as Technical skills

in the business arena.

Client Communications copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


Communication is a two way process so

improving communication involves both how we

send and how we receive messages

Skills You Need IPS Internet

Client Communication ©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


Relationship:

The way in which two objects, concepts, or people are connected, or the state of

being connected.



Acquaintance:

A person one knows slightly, but is not a close friend.

Friend:

A person whom one knows and with whom one has a mutual bond.



Conversation is the key.

Engage in a healthy conversation

verses

a series of questions.

Wally Hise, PSMJ, Oct, 2013



“Real chemistry happens in person”

“ We’re genuinely interested in understanding our clients. We get to know you and what you are looking

for.”

Cindy Harington – It’s Just Lunch



If you have to eat a meal,

eat it with a client !!

It’s all about breakfast !!!

David Stone, Stone & Co., August 13, 2013



From a snails pace to the speed of light, our communications have become a greater

burden to our production

Mail

Phone

Fax Cell Phones

Email Text


The Daily Task List

1. Prioritize list – most difficult first

2. Use the list for delegation

3. Use the list for time accumulation and

record Client Communication ©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


The Telephone

1. Make a list of calls for the day – make them first thing in the morning.

2. Leave and receive thorough messages, limiting response time.

3. Limit call back time to one hour in the AM and one in the PM.



The Telephone

4. A business call is not a chat.

5. For multiple question calls, write out a list of

points ahead of time. Use this as an outline as

well as a record of the answers.

6. Delegate calls where others have the

information. Client Communication ©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


Rules apply for e-mail also !! The “e” stands for

EVIDENCE

DISCOVERY



Use the medium appropriate for the message.



Ethics Responsibilities

To Client – Best representation possible

To Public – Protect their health, safety, and welfare

To the Profession - To work to the highest standards


Client Communications © copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


Consumer Bill of Rights

All consumers of services offered by

licensed professionals have the legal right to:

•  Receive competent professional services.

•  Verify the credentials of licensed professionals and to know the names and titles of licensed professionals who provide service.



•  Receive clear explanations of the services being offered or provided and how much they cost.

•  Refuse any services offered.

•  Know what client records will be maintained and how to obtain copies; personally identifiable information normally cannot be revealed without the consumer’s consent.

Consumer Communications © copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


Professional Misconduct

•  Failing to return or provide copies of records on request.

•  Practicing under the influence of alcohol or drugs.

•  Being sexually or physically abusive.

•  Practicing beyond the scope of the profession.

•  Performing unnecessary work or unauthorized services.

•  Charging for work not done.

•  Stealing from clients or committing insurance fraud.

•  Engaging in acts of incompetence or negligence.

Consumer Communications © copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


NEW YORK STATE

LAND SURVEYING PRACTICE

GUIDELINES



Type & Purpose of Survey

Each surveyor should confer with the client to determine the purpose of any surveying service. The specific purpose of a survey may determine the category of services needed, the information required and the work to be done.

Receive clear explanations of the services being offered or provided and how much they cost.

© copyright 2011 by William E. Beardslee, P.L.S., P.E., P.P.

Evaluate using SWOT Analysis

STRENGTHS WEAKNESSES

OBJECTIVES THREATS

Jeff Salmon, Professional Surveyor, January, 2008


Project Communication Agenda

Pre -proposal Meeting

Progress Reports

Decision Points

Meeting Representation

Project Phase Closeout Meeting

Client Communications

Copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


Path of Truth

1.  Disclose Relevant Facts

2.  Acknowledge Mistakes

3.  Ask the hard questions

Daniel A. Miller



Disclosure

Timely disclosure of relevant facts to parties entitled to know

Allow disclosure to take its natural course

Proper disclosure of risks and unfavorable information enhances credibility and

confidence



Acknowledging Mistakes

Admit in a timely manner

Creates common ground for dealing with the problem

Eliminates anxiety and distress of discovery Cover up worse than event



Writing rules are still important !!

Credibility

Professionalism

Clarity

Posterity Andrew Hindes- The In House Writer



Pre – Proposal Meeting

Who What Where When Why



Listening

Listening is the ability to accurately receive messages in the communication process.

Listening is not the same as hearing.

Adults spend 70% of time communicating 45% Listening 30% Speaking 16% Reading 9% Writing

Client Communications Skills You Need copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P. IPS/Internet


Listening

Listening to the client makes them part of the process and gives them a sense of power.*

Forget what you want to say and listen to their needs.*

“If we were supposed to talk more than we listen, we would have two tongues and one ear.” - Mark

Twain

Clients who feel helpless are not willing to pay a premium for top class service.*

*Larry Phillips, PLS; POB, August 2012 Client Communications copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


Listening 10 Principles of Listening

Stop Talking Prepare to Listen

Put Speaker at Ease Remove Distractions

Empathise Be Patient

Avoid Personal Prejudice Listen to the Tone

Listen for Ideas – Not Just Words Watch for Non-Verbal



WHO

Client Name and background Age of Company Previous projects

CORRECT address

Person Authorized to sign

Credit checks on new clients

Client Communications ©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


WHAT

What will be needed and what

MIGHT be needed

No hidden agendas.

No half truths.



WHAT

A full, complete, and HONEST discussion showing your understanding of the project.

This will define, in detail, the scope of the project

Also the time to discuss future phases of project and any future projects



WHERE

Identifying characteristics As many as possible

Location of project on site


©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


WHEN

Discuss all necessary time frames

Make sure they are ATTAINABLE !!!

To be discussed PRE CONTRACT–

NOT IN THE MIDDLE OF CONTRACT

Losing potential Client better than a bad reputation



WHEN

Hold to times established – they are a contract !

Goal – finish 20% early

The faster it is done the more you will make !!!

Work expands to meet the time available !!



WHY

Discuss CLIENT’S NEEDS

Why are they doing what they are doing when they are doing it?

Money Issues?

Disappointed with previous surveyor?

Answering a violation?

This helps define the VALUE of the services required


Client Communication © copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.


PRICE

TIME QUALITY

Pick any two


Progress Reports

Call or meet client regularly Not just project oriented – Business Oriented

Creating new client costs 4 times more than keeping existing client.

Copy client on all correspondence



Decision Points

You are not the decision maker !!!!!!

Your function: gather data and present options

If they say “Do what you think best” – explain to them WHY you think what you have chosen is the best



Meeting Representation

If it is Code – GO If not – NO

“ I’ll take it back to my client.”

Think – “ I refuse to answer on the grounds that it may incriminate me.”



Project Phase Closeout Meeting

Make sure ALL scope items have been completed in full

Ask the hard questions : How did we do? What could we have done better?

Your opportunity to market for the remaining phases and for other projects with that client.



A well informed client is a great asset.

Work with CLASS C L A S S Client Communications copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.



Seminars and in-house staff instruction available through

The Beardslee Group William E. Beardslee, PLS, PE, PP

Communication & Education Consultant

837 Seven Lakes North, West End, North Carolina 27376 910-673-2196 Cell – 973-534-0256 Email – [email protected]



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NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 deﬁnitions practical information based or meaning - theory based Communication