General Demo

Harnessing the Power of Feedback

Mike Phillips, AIAPresident(919) [email protected]

Collecting Feedback Creates Improvement

BEFORE

Initial Survey Results Subsequent Results

AFTER

24% below “Met Expectations”

3% below “Met Expectations”

83% of initial responsesbelow “Met Expectations” . . . improved on subsequent surveys.

Why Track Client Feedback?

ProfitabilityStaff

Retention

Staff Performance Liability

MarketingLeadership

Improve Awareness of Value to Clients

Improve Awareness and Response to Client Problems

Confirmation of Value to Clients

Improve Staff Assignments & Training

Improve Accountability & Reduction of Wasted Efforts

Improve Recognition of Staff Contributions

The Design Industry’s Only Customized Client Feedback Tool

Collect Feedback to:

• Measure firm’s value from

Client’s perspective

• ID issues to improve value

• Set fees more by valueScore Range: 1 – Unacceptable, 4 – Met Expectations, 7 - Exceptional

Client Name Avg. Score Ranking

Gene Laughlin 6.1 Excellent

EnergyFarms 5.8 Exceeded Expectations

Cinematica 5.4 Exceeded Expectations

Tri-City Jewelers 4.5 Met Expectations

Issue Avg. Score % Below Acceptable

Accuracy 3.2 21%

Budget 5.4 2%

Helpfulness 5.8 0%

Design Firm Challenges

Profitability

Identify Pattern of Problems:Improves firm’s

immediate and long-term response


Liability

Confirm Value to New Clients:

Independent confirmation of your firm’s value

to prospective Clients

Become Existing Clients’ Expert:

Promotes ‘expert’ statuswith your firm’s existing Clients

Project Name Avg. Score Top Category

ANC Institute 6.2 Budget

Wilson Building 6.0 Helpfulness

1110 Benson Dr. 5.1 Quality

Fitness Center 4.9 Responsiveness

Score Range: 1 – Unacceptable, 4 – Met Expectations, 7 - Exceptional

Category Avg. Score % Above Excellent

Budget 6.2 30%

Helpfulness 5.4 23%

Quality 5.2 17%

Responsiveness 5.1 6%


Marketing

Track Your Team’s Results:

Identify best assignmentsfor each team member

Improve Your Team’s Results:

Identify best trainingfor each team member

Client Name Designer Name Score

Gene Laughlin Michael Walker 6.0

EnergyFarms Amy Pace 5.6

Cinematica Joan Franklin 4.7

Tri-City Jewelers Michael Walker 4.2

Designer Avg. Score Category

Pam Day 2.4 Budget

Michael Walker 3.0 Budget

Joan Franklin 3.8 Quality

Pam Day 4.3 Responsiveness


Leadership

Use Feedback Data to:

Improve performanceand encourage growth

Use Feedback Process to:

Enhance accountability andimprove focus on clients

Designer 12 Month Average Score

CurrentAverage Score

Pam Day 3.4 4.8

Michael Walker 3.7 4.2

Joan Franklin 3.9 4.0

Otis Day 4.3 4.9

Designer Average Score Client

Nikki Young 5.8 AT&T

Nikki Young 5.5 Wells Fargo

Nikki Young 5.2 Silverton

Nikki Young 4.8 Spirit Group


Staff Performance

Profitability

Liability

MarketingLeadership

Annual Turnover:

12% of Staff

Cost of Each Departure:

>$100,000

Source: PSMJ Resources

StaffPerformance

Staff Retention


Staff Retention

Profitability

Liability

MarketingLeadership

Top 3 ReasonsWhy Good Staff Leave:

1. ‘Talents Not Seen’ 2. ‘Contributions Not Appreciated’

3. ‘Growth Not Supported’

Source: PSMJ Resources


Staff Retention

Staff Retention

StaffPerformance

Use Feedback To:

• Make talents visible

• Know instantly when applause is earned

• Know specifically where

support is helpful to staff member’s growth

Designer Avg. Score Category

Joan Franklin 2.7 Schedule

Michael Walker 2.8 Helpfulness

Joan Franklin 2.9 Responsiveness

Matthew Arnold 3.1 Accuracy


Staff Retention

High Profit

Loss Average Profit

BreakEven

Target Profit

“Oh no. We didn’t do it right.”

“Great Job. Do it again the same way.”

Tracking Project Results

High Profit

Loss Average Profit

BreakEven

Target Profit


High Profit

Loss Average Profit

BreakEven

Target Profit

CLIENTFEEDBACK


High Profit

Loss Average Profit

BreakEven

Target Profit

Unacceptable - 1

Needed Improvement - 2

Acceptable - 3

Met Expectations- 4

Exceeded Expectations - 5

Excellent - 6

Exceptional - 7


High Profit

Loss Average Profit

BreakEven

Target Profit

Unacceptable - 1


Acceptable - 3

Met Expectations- 4


Excellent - 6

Exceptional - 7ExpertPotential

Poor Fit Burn Out


High Profit

Loss Average Profit

BreakEven

Target Profit

Unacceptable - 1


Acceptable - 3

Met Expectations- 4


Excellent - 6

Exceptional - 7

A

B

C

D

E

Clients

LEGEND

ExpertPotential

Poor Fit Burn Out


High Profit

Loss Average Profit

BreakEven

Target Profit

Unacceptable - 1


Acceptable - 3

Met Expectations- 4


Excellent - 6

Exceptional - 7

A

B

C

D

E

Design Team

LEGEND

ExpertPotential

Poor Fit Burn Out


High Profit

Loss Average Profit

BreakEven

Target Profit

Unacceptable - 1


Acceptable - 3

Met Expectations- 4


Excellent - 6

Exceptional - 7

A

B

C

D

E

Project Type

LEGEND

ExpertPotential

Poor Fit Burn Out


High Profit

Loss Average Profit

BreakEven

Target Profit

Unacceptable - 1


Acceptable - 3

Met Expectations- 4


Excellent - 6

Exceptional - 7ExpertPotential

Poor Fit Burn Out

GOAL


$ $ $Project Start Project Closeout

FB FBFBFB FBFBFBFBFBFB FB

MeetingKey Deliverable

Start Finish

MeetingEnd of Phase

End of Phase

FB = Send Survey & Collect Feedback

Designer’s Increased Value

Client’s Perception of Designer’s Value

Low

Hig

h

Collecting Feedback: WHEN

Firm Leaders

Team Leaders

Team Members

Accounting

Marketing

Collecting Feedback: WHO

Has Client

Contact

Can Send Survey

Collecting Feedback: HOW

• Automatic CenteringStarts at “Met

Expectations”

• Fast & EasyIntuitive to use,2 seconds to score

• Captures Detail 60 level answer scale

Measure by Client Expectations

Reviewing Feedback: FAST & SIMPLE

1 Answer

1 Survey

Trend Line

Viewing Collected Feedback

Sender: Billy BibbitRespondent: Nurse RatchedCategory: ResponsivenessProject: Activity Center

Create AutomaticEarly Warning System

Low Score Threshold

High Score Threshold

Chosen by Each User

Detailed Reporting

Advanced Reporting Capability

Data Filters for Drill Down

Variety of Data Views

Batching & Scheduling!

Fast & Simple Implementation

Set Up Firm

Train Surveyors

ScheduleReports

SendSurveys

1 Hour 1 Hour 15 Minutes 3 Minutes

Implementation can be accomplished via live webinar or on-site facilitation.

ProfitabilityStaff

Retention

Staff Performance Liability

MarketingLeadership

Improve Your Value& Billings to Clients

Improve Awareness and Response to Client Problems

Track Client Loyalty, Improve Referrals, Resolve Issues

Improve Leaders’ Awareness, Improve Staff

Assignments & Training

ImprovedAccountability &Reduction ofWasted Efforts

Improve Your Recognition ofStaff Contributions

Mike Phillips AIA [email protected] 866-433-7322

www.designfacilitator.com

Using Client Feedback to Improve Your Firm

http://www.designfacilitator.com/

General Demo

Documents

Transcript of General Demo