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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

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

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Page 1: 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

Page 2: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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.

Page 3: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 4: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

Relationship:

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

being connected.

Client Communication ©copyright 2013 by William E. Beardslee, P.L.S., P.E., P.P.

Page 5: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Client Communication ©copyright 2013 by William E. Beardslee, P.L.S., P.E., P.P.

Page 6: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

Conversation is the key.

Engage in a healthy conversation

verses

a series of questions.

Wally Hise, PSMJ, Oct, 2013

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

Page 7: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

“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

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

Page 8: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

If you have to eat a meal,

eat it with a client !!

It’s all about breakfast !!!

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

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

Page 9: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

Page 10: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 11: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

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

Page 12: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 13: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

EVIDENCE

DISCOVERY

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

Page 14: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

Use the medium appropriate for the message.

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

Page 15: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 16: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

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.

Page 17: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

•  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.

Page 18: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

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.

Page 19: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

NEW YORK STATE

LAND SURVEYING PRACTICE

GUIDELINES

Page 20: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

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.

Page 21: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

© 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

Page 22: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 23: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

Path of Truth

1.  Disclose Relevant Facts

2.  Acknowledge Mistakes

3.  Ask the hard questions

Daniel A. Miller

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

Page 24: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

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

Page 25: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

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

Page 26: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

Writing rules are still important !!

Credibility

Professionalism

Clarity

Posterity Andrew Hindes- The In House Writer

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

Page 27: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

Pre – Proposal Meeting

Who What Where When Why

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

Page 28: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

Page 29: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 30: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

Client Communications

Page 31: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 32: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

WHAT

What will be needed and what

MIGHT be needed

No hidden agendas.

No half truths.

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

Page 33: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

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

Page 34: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

WHERE

Identifying characteristics As many as possible

Location of project on site

Client Communications

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

Page 35: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

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

Page 36: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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 !!

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

Page 37: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

Page 38: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

PRICE

TIME QUALITY

Pick any two

Page 39: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

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

Page 40: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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

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

Page 41: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.”

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

Page 42: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

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

Page 43: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

Client Communications – The Lifeblood of Business

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.

Page 44: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

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]

Page 45: NORTH JERSEY SOCIETY OF PROFESSIONAL LAND SURVEYORS · Dance & Larson (1976) Survey of Literature -126 definitions practical information based or meaning - theory based Communication

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

Client Communications – The Lifeblood of Business

…….to the point or place of beginning.

Containing 1,156.345 invaluable bits of wisdom.