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Delivering Stellar Client Service to Engineering Clients

September 10, 2018 By EMI

 Stellar Client Service

Every A/E firm talks about delivering stellar client service and many deliver to that mark.  Why?  Well, before I can provide my opinion let’s set the definition for what constitutes stellar client service.

From my foxhole, stellar client service = responsiveness, collaboration, and establishment of crystal clear expectations.  Without these three elements, you will certainly not develop stellar anything, let alone client service.

Thirty years ago, I learned what delivering stellar client service was as a bus boy, then as a waiter, in a posh restaurant.  We in the A/E industry can learn a lot from the hospitality industry when it comes to client service and “delivering an experience”. From my time servicing clients on two-tops, then four-, six- and eight-tops, I learned how to gauge what our guests (i.e. clients) wanted and when.  How to read body language, how to interact with the guests to establish rapport beyond a transactional relationship, and how to ensure they left with an experience, not just a meal.

In short, I learned how to turn eating into an experience.  I also learned that when it’s done correctly, your fees (i.e. tips!) go up.

Delivering stellar client service in the A/E industry requires engineers to transform the technical act of engineering services from the technical stuff many clients don’t understand (or want to), into an experience.  This is much like the transformation of eating dinner from a biological requirement into a memorable experience.

The 6 Ingredients for Stellar Client Service

[Read more…] about Delivering Stellar Client Service to Engineering Clients

Filed Under: Blog, Networking/Client Relations Tagged With: A/E industry, A/E services, Actively Listen, client's position, Delivering on your word, Engineering clients, relationship, Stellar Client Service, trust

Dealing with Engineering Clients Going Over Your Head – Engineering Career TV Ep. 23

August 14, 2017 By EMI




Q: How can I deal with engineering clients going over my head?

Welcome to Episode #23 of Engineering Career TV. The topic for this episode is dealing with engineering clients going over your head. 

I will spend most of the Engineering Career TV episodes answering questions that have been submitted from engineers around the world on how to rapidly advance their careers and live the lives they want to live.

You can submit questions for the show by clicking here.

Let’s jump into today’s topic: dealing with engineering clients going over your head, which is based on a question from Al, who asks the following: [Read more…] about Dealing with Engineering Clients Going Over Your Head – Engineering Career TV Ep. 23

Filed Under: Engineering Career TV Tagged With: approach, career advice, Career Development, Civil Engineering, conflict, Engineering, Engineering clients, going over your head, how to be assertive, job, overpowering clients, questions, rude clients, Supervisor, unfair, working

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