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Client Feedback To-Do (Negative (Common Concerns (St. Paul Master Fee…
Client Feedback To-Do
Negative
Immediately
LISTEN - Have a conversation with the Client and repeat back to them their concerns to confirm your understanding.
OFFER A QUICK SOLUTION - Communicate client concerns to Department Manager, so that a quick solution may be offered.
CLOSE THE LOOP - Have a follow-up conversation with Client, discussing their satisfaction with the implementation of the quick solution.
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Common Concerns
St. Paul Master Fee Schedules rates are priced out of regional markets, and risk long-standing Client relationships initiated and based in those regional markets.
PM did not define cost at the beginning of the project, and/or control it throughout the project.
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Quality of report/deliverable is questioned. State agency disagrees with recommendations or format of report.
Client wanted X scope, but authorized/received Y scope.
Client received partial billing, but wants to be billed after project/report is complete.
Positive
Written
SHARE & DOCUMENT - Share with those involved with the effort, including the larger team. Consider adding to QA portion of MT Meeting Minutes. Consider completing a surveillance on task(s) involved, including a copy of the feedback as supporting documentation.
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