Providing exceptional client service and achieving client satisfaction is one of Olsson Associates’ top priorities. Olsson differentiates itself from other engineering firms by going beyond “talking the talk” and truly “walking the walk” in its efforts to provide every client with a great experience on every project.
A study conducted by a leading A/E/C marketing firm indicated that more than 35 percent of buyers of professional services said their consultants did not listen to them. We think this is unacceptable and believe strongly that clients should always be heard and understood. Olsson put that belief into action beginning in the 1990s when it developed a Client Service Program to understand client needs, wants, and points of view. Client service staff members work with project managers to make sure clients receive excellent service and have opportunities to be heard throughout the duration of a project and beyond.
Client service staff members secure feedback from clients at the kick off, the middle of a project, or even toward the end of a project about what went well and what could be improved. Staff members also conduct proposal and interview debriefs and help project managers with transition plans for projects, client appreciation events, and client panels.
Olsson Associates has found its Client Service Program to be an effective tool in: