Competency: Client Focus

Definition: Prioritizing the client's needs, expectations interactions above all else. Understanding and addressing client needs, providing excellent service. Consistently delivering value to clients. A client-focused approach involves fostering a company culture dedicated to enhancing client satisfaction and building strong client relationships.

People Skills

Interpersonal Skills
Collaboration
Trustworthy
Responsible
Client Focus
Customer Focus
Empowering Others
Developing Others
Co-worker Development
Coaching
Partnering/Networking
Conflict Management
Negotiation
Teamwork
Recognition
Others

Assessments Measuring Client Focus:
Survey 1 (4-point scale; Competency Comments)
Survey 2 (4-point scale; Competency Comments)
Survey 3 (5-point scale; Competency Comments)
Survey 4 (5-point scale; radio buttons)
Survey 5 (4-point scale; words)
Survey 6 (4-point scale; words)
Survey 7 (5-point scale; competency comments; N/A)
Survey 8 (3-point scale; Agree/Disagree words; N/A)
Survey 9 (3-point scale; Strength/Development; N/A)
Survey 10 (Comment boxes only)
Survey 11 (Single rating per competency)
Survey 12 (Slide-bar scale)

Understands Client Needs

Understands the needs of the client.
Identifies the most pressing needs of each client.
Adapts to changing client needs.
Thoroughly understands the needs of the client.
Maintains up-to-date information regarding client products.
Makes sure client needs are understood by the team members.
Understands what resources are needed to meet client needs.
Makes sure team members understand the issues faced by the client.
Is aware of the client's needs.
Identifies the core needs of the client.

Anticipates Client Needs

Anticipates and proactively resolves issues that the client may face.
Anticipates problems that the client may encounter.
Anticipates potential obstacles to meeting client needs.
Anticipates resources needed to meet the client needs.
Anticipates client needs.

Addresses Client Needs

Is pro-active in dealing with clients and addressing their needs.
Satisfies client needs.
Prioritizes the needs and preferences of the client.
Persistent in solving client issues.
Prioritizes client issues based on urgency.
Is above average in addressing the needs of the clients.
Prioritizes client issues to tackle the most pressing needs first.
Consistently meets client's needs.
Helps others in responding to client needs.

Expectations

Exceeds expectations of the clients.
Is aware of expectations from clients.
Is aware of what the client wants to receive.
Consistently exceeds client expectations.
Accepts responsibility for ensuring client satisfaction.
Ensures clients' expectations are met or exceeded.
Creates documents that meet the client's specifications.

Responsive

Addresses client complaints immediately.
Is available to respond to client needs.
Promptly responds to clients.
Takes the initiative in solving difficult client issues.
Responds to the needs of the client.
Follows up with any unanswered questions from the client.
Responsive to client needs.
Provides a responsive service that meets the needs of clients.
Adapts to changes proposed by the client.
Attends to the client's needs in addition to the specific needs of the project.

Committed to Client

Ensures client commitments and requirements are met or exceeded
Makes sure their interests are aligned with the client's interests.
Ensures commitments made to clients are completed to the client's satisfaction.
Is committed to the success of the client.
Is committed to resolving client issues in a positive way.
Delivers on commitments made to clients.
Makes client's needs a top priority.
Fulfills commitments made to clients.
Views client satisfaction as an everyday priority.
Is committed to the client's success.
Puts client's needs first.

Feedback

Obtains feedback to ensure client needs are being met.
Gets feedback from the client on a weekly basis.
Has received good feedback from clients.
Responds to feedback from clients.
Uses feedback from the client to help improve the client's experience.
Regularly receives positive feedback from clients.
Gives feedback to the client regularly.

Innovative Solutions

Tailors innovative products for each client.
Creates innovative solutions to meet client needs.
Creates new and innovative products for clients.
Creates innovative solutions for the clients.

Customizes Solutions

Helps clients feel they are receiving services tailored specifically to their needs.
Delivers customized solutions for each client.
Tailors solutions to meet the specific needs of each client.
Builds products that meet the unique needs of each client.
Creates customized solutions for the client.

Competent

Is competent in handling difficult clients.
Creates high quality products for the clients.
Effectively troubleshoots client issues.
Competent in managing client projects.
Is competent in handling client cases.
Delivers high quality products to the client.
Manages client accounts with high degree of competence.

Positive Interactions

Looks for opportunities that have a positive impact on Clients.
Acts with integrity in all client interactions.
Engages with clients on multiple levels.
Builds trust with the client.
Treats clients with courtesy and respect.
Able to handle difficult clients.
Exhibits a positive attitude even when dealing with difficult clients.
Promotes, implements, maintains and enhances relationships with clients.
Focuses on maintaining good relationships with clients.

Services

Ensures clients are comfortable with the services provided.
Is consistent in services provided to clients.
Focuses on providing excellent client service.
Provides excellent service to clients.
Provides a high level of service to clients.
Creates an environment that enables clients to receive excellent service.
Helps clients to feel satisfied with our work/services.

Communication

Keeps the client informed of all progress.
Documents client interactions.
Transparent in all communications with the client.
Is honest in all communication with the clients.
Has excellent communication with clients.
Actively listens to concerns from clients.
Interacts with clients to define roles, expectations, and responsibilities.

Strong Relationships

Maintains strong relationships with clients.
Forms strong client relationships
Builds long term relationships with clients.
Sets an example for excellent client relations.
Meets with clients on a regular basis.

Continuous Improvement

Identifies opportunities that will enhance the client's experience.
Provides training to others on how to improve client service.
Uses feedback from clients to help improve services.
Uses client feedback to help improve products and services.
Is focused on improving client services.

Focus

Demonstrates a commitment to client focus.
Focuses on the unique needs of each client.
Their activities reflect a strong focus on the client relationship.
Supports client focused policies and procedures.
Consistently demonstrates a client focus.
Fosters an environment that supports strong client focus.
Focuses the department on meeting requirements of clients.