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Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013 Slide 2 Arup Advisory I Design I Engineering Slide 3 What Do Customers Expect? Slide 4 True Love? Slide 5 True Love Empathy Responsiveness Commitment Communication Trust Slide 6 Set Manage Understand Exceed Process Slide 7 Live in their world Set Manage Understand Exceed Slide 8 Promise of Value (What vs. How Much) Commitment to Values (Why & How) Set Manage Understand Exceed Value proposition + Slide 9 Set Manage Understand Exceed Slide 10 Maintenance A balancing act Set Manage Understand Exceed Reactive Preventative Capital Investment Slide 11 Clear point of contact Framework for prioritisation Ongoing communication Keeping score Moments of truth Set Manage Understand Exceed Slide 12 Set Manage Understand Exceed Slide 13 Set Manage Understand Exceed Slide 14 Trust equation Set Manage Understand Exceed Slide 15 Developed for Client Inspections Clear Process Reports Generated Instantaneously Understandable, Highly Visual Product Arup Inspect Slide 16 Clear Process Set Times Instant Feedback Early Delivery (on quote and product) Jims Skip Bins Slide 17 Holistic approach People Process Technology Slide 18 Thank you