Client Feedback Tool
  • Client Feedback Tool Integration with Deltek Vision

    Posted on April 27th, 2011 No comments

    Since many A/E/C firms depend upon Deltek Vision to manage their projects and financial information, the video below demonstrates very briefly how you can leverage your existing project management processes to automatically solicit client feedback.

  • Client Feedback Tool Testimonial – Cara Phillips

    Posted on February 4th, 2011 Matt No comments

    We interviewed Cara Phillips of Phillips Architecture about her use of the Client Feedback Tool.  Cara is Principal and COO, and has been using the Feedback Tool for four years.

  • Axium Webinar featuring Mike Phillips – Client Feedback

    Posted on July 8th, 2009 Matt 2 comments

    On April 9, 2009 Mike Phillips presented industry best practices webinar for Axium entitled Client Feedback: Learn Simple Ways to Enhance Your Firm.  This program illustrated how a design firm can create a simple system to collect and incorporate client feedback. View a preview clip of the presentation below:

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    To view the webinar in its entirety, visit Axium’s Resource Center http://www.axiumae.com/resources/webinars/industry-webinar.aspx?id=61127

  • Is This How Your Clients Treat You?

    Posted on May 27th, 2009 Ryan Suydam No comments
    Is This How Your Clients Treat You?

    Budget overruns, price negotiations, and zero-dollar line items.  We’ve all done them, and if not, they’ve been asked for.  Enjoy this little video for the next two minutes, and then come back for more:

    Sorry for the cliche, but in “these tough times” everyone is angling for a discount.  Thin margins are being attacked.  How do you respond?

    Consumers of professional services rely on your fear of rejection when they engage in discount games.  What if I say no?  Will I lose my client?  What if he goes to my biggest competitor?  These questions, in the heat of negotiation, often lead to reduced or eliminated profits – and worse, the loss-leaders.

    What’s missing is information.  Information you NEED to know to make good decisions.  Fear comes from NOT knowing what your client thinks and feels about the services you provide.  Fear leads to irrational, emotional decisions that erode profits, and ultimately reduce the long-term perceived value of what you provide.

    Feedback, collected frequently and consistently, will let you KNOW what your client thinks.  You can be confident to what level he VALUES your services.  There may be clients who legitimately feel like they got less than they expected – but most are simply negotiating.  With 50% margins, negotiation might be okay.  But that’s typically not the case.  A 10% discount will most likely lead to 50% of your profit evaporating before your eyes.

    Start asking for feedback early in the relationship.  Continue asking throughout the project lifecycle.  Then, when the invoices go out, and negotiation begins, you know where you stand.  You may still choose to drop your price – but most likely you will feel confident that it’s not needed.  After all, you met or exceeded expectations consistently, so why should you? Just ask!

    To learn more about building value-based relationships with your clients, request your copy of the Quality Driven Relationships White Paper.