In the current market, A/E/C firms are challenged with finding the most effective way to maximize their marketing and business development efforts. In an economic boom, firms have the luxury of utilizing their resources to pursue new clients, new geographies, and new market sectors. However, during challenging economic times, the most appropriate use of limited resources is to focus on existing client relationships by providing excellent client service.

How can you provide exceptional service if you don't understand the needs and perceptions of your clients?

Understanding the importance of obtaining approval from your company's leadership before embarking upon a pro-active client relations program:

• Learning techniques that can be utilized in asking your clients about their needs and perceptions of your firm and technical staff
• Creating focused questions that will help you gather the information you need to strengthen client relationships
• Accepting and drawing appropriate conclusions to understand the information you receive
• Acting upon the input received throughout all areas of the business, including marketing, finance, management and human resources