Client Focus - Competency

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

360-Feedback 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)
Survey 13 (4-point scale; numbers; floating anchors)
Survey 14 (4-point scale; N/A)

Performance Assessments that include Client Focus:
Assessment 1 (5-point scale; IDP Comments)
Assessment 2 (3-point scale with Comments)
Assessment 3 (Manager Assessment; 360-Feedback)
Assessment 4 (3-point scale; Rating Limits)
Assessment 5 (3-point scale; Rating Limits)
Assessment 6 (5-point scale with Comments)
Assessment 7 (Comment Boxes Only; IDP)
Assessment 8 (Comment Boxes Only)
Assessment 9 (3-point scale with Letter Grade)
Assessment 10 (360-Feedback; Bonus/Merit Pay)
Assessment 11 (Core Values & Job Competencies)
Assessment 12 (4-point scale; 6 Comment Boxes)

Understands Client Needs

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

Anticipates Client Needs

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

Addresses Client Needs

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

Expectations

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

Responsive

Is available to respond to client needs.
Promptly responds to clients.
Responds to the needs of the client.
Addresses client complaints immediately.
Adapts to changes proposed by the client.
Follows up with any unanswered questions from the client.
Takes the initiative in solving difficult client issues.
Provides a responsive service that meets the needs of clients.
Responsive to client needs.
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
Is committed to the client's success.
Is committed to resolving client issues in a positive way.
Is committed to the success of the client.
Fulfills commitments made to clients.
Makes sure their interests are aligned with the client's interests.
Puts client's needs first.
Ensures commitments made to clients are completed to the client's satisfaction.
Views client satisfaction as an everyday priority.
Delivers on commitments made to clients.
Makes client's needs a top priority.

Feedback

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

Innovative Solutions

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

Customizes Solutions

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

Competent

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

Positive Interactions

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

Services

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

Communication

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

Strong Relationships

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

Continuous Improvement

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

Focus

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