Managing Customer Expectations

Steve LennonJillian Hardie

12 July 2013

ArupAdvisory I Design I Engineering

What Do Customers Expect?

True Love?

True Love

EmpathyResponsivenessCommitmentCommunicationTrust

Set

Manage

Understand

Exceed

Process

Live in their worldSet

Manage

Understand

Exceed

Promise of Value(What vs. How Much)

Commitment to Values(Why & How)

Set

Manage

Understand

ExceedValue proposition

+

Set

Manage

Understand

Exceed

Maintenance

A balancing actSet

Manage

Understand

Exceed

Reactive

Preventative

Capital Investment

Clear point of contact

Framework for prioritisation

Ongoing communication

Keeping score

Moments of truthSet

Manage

Understand

Exceed

Set

Manage

Understand

Exceed

Set

Manage

Understand

Exceed

Trust equationSet

Manage

Understand

Exceed

𝑇=𝐶×I  𝑅

Developed for Client InspectionsClear ProcessReports Generated InstantaneouslyUnderstandable, Highly Visual Product

Arup Inspect

Clear ProcessSet TimesInstant FeedbackEarly Delivery (on quote and product)

Jim’s Skip Bins

Holistic approach

People

Process Technology

Thank you