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

Anticipates Client Needs

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

Addresses Client Needs

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

Expectations

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

Responsive

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

Feedback

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

Innovative Solutions

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

Customizes Solutions

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

Competent

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

Positive Interactions

Looks for opportunities that have a positive impact on Clients.
Acts with integrity in all client interactions.
Able to handle difficult clients.
Builds trust with the client.
Treats clients with courtesy and respect.
Engages with clients on multiple levels.
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

Provides a high level of service to clients.
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.
Creates an environment that enables clients to receive excellent service.
Helps clients to feel satisfied with our work/services.

Communication

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

Strong Relationships

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

Continuous Improvement

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

Focus

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