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Harnessing the Power of Feedback<br />Mike Phillips, AIA<br />President<br />(919) 573-1730<br />mike.phillips@designfacilitator.com<br />

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Collecting Feedback Creates Improvement<br />83% of initial responses<br />below “Met Expectations” . . . improved on subsequent surveys. <br />BEFORE<br />AFTER<br /> 3% <br />below “Met Expectations”<br /> 24% <br />below “Met Expectations”<br />Initial Survey Results<br />Subsequent Results<br />

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Why Track Client Feedback?<br />Improve Recognition of Staff Contributions<br />Improve Awareness of Value to Clients<br />Staff Retention<br />Profitability<br />Improve Awareness and Response to Client Problems<br />Improve Accountability & Reduction of Wasted Efforts<br />Staff Performance<br />Liability<br />Marketing<br />Leadership<br />Confirmation of Value to Clients<br />Improve Staff Assignments & Training<br />The Design Industry’s Only Customized Client Feedback Tool <br />

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Design Firm Challenges<br />Profitability<br />Collect Feedback to:<br /><ul><li> Measure firm’s value from</li></ul> Client’s perspective<br /><ul><li> ID issues to improve value

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Set fees more by value</li></ul>Score Range: 1 – Unacceptable, 4 – Met Expectations, 7 - Exceptional<br />

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Design Firm Challenges<br />Liability<br />Identify Pattern of Problems:<br />Improves firm’s <br />immediate and long-term response<br />

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Design Firm Challenges<br />Marketing<br />Confirm Value <br />to New Clients:<br />Independent confirmation<br /> of your firm’s value<br />to prospective Clients<br />Become Existing Clients’ Expert:<br />Promotes ‘expert’ status<br />with your firm’s <br />existing Clients<br />Score Range: 1 – Unacceptable, 4 – Met Expectations, 7 - Exceptional<br />

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Design Firm Challenges<br />Leadership<br />Track Your Team’s Results:<br />Identify best assignments<br />for each team member<br />Improve Your Team’s Results:<br />Identify best training<br />for each team member <br />

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Design Firm Challenges<br />Staff Performance<br />Use Feedback Data to:<br />Improve performance<br />and encourage growth<br />Use Feedback Process to:<br />Enhance accountability and<br />improve focus on clients<br />

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Design Firm Challenges<br />Staff Retention<br />Annual Turnover: <br />12% of Staff<br />Cost of Each Departure: <br />>$100,000<br />Staff Retention<br />Staff<br />Performance<br />Source: PSMJ Resources<br />

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Design Firm Challenges<br />Staff Retention<br />Top 3 Reasons<br />Why Good Staff Leave:<br />1. ‘Talents Not Seen’<br />2. ‘Contributions Not <br /> Appreciated’<br />3. ‘Growth Not Supported’<br />Staff Retention<br />Staff<br />Performance<br />Source: PSMJ Resources<br />

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Design Firm Challenges<br />Staff Retention<br />Use Feedback To:<br /><ul><li>Make talents visible

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Know instantly when </li></ul> applause is earned<br /><ul><li> Know specifically where </li></ul> support is helpful to <br /> staff member’s growth<br />

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Tracking Project Results<br />“Oh no. <br />We didn’t do it right.”<br />“Great Job. <br />Do it again the same way.”<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />CLIENT<br />FEEDBACK<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Excellent - 6<br />Exceeded Expectations - 5<br />Met Expectations- 4<br />Acceptable - 3<br />Needed Improvement - 2<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Excellent - 6<br />Exceeded Expectations - 5<br />Met Expectations- 4<br />Acceptable - 3<br />Needed Improvement - 2<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Expert<br />Potential<br />Excellent - 6<br />Exceeded Expectations - 5<br />Met Expectations- 4<br />Acceptable - 3<br />Needed Improvement - 2<br />Burn Out<br />Poor Fit<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Expert<br />Potential<br />Excellent - 6<br />LEGEND<br />Clients<br />Exceeded Expectations - 5<br />A<br />Met Expectations- 4<br />B<br />Acceptable - 3<br />C<br />D<br />Needed Improvement - 2<br />E<br />Burn Out<br />Poor Fit<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Expert<br />Potential<br />Excellent - 6<br />LEGEND<br />Clients<br />Exceeded Expectations - 5<br />Met Expectations- 4<br />A<br />B<br />Acceptable - 3<br />C<br />D<br />Needed Improvement - 2<br />E<br />Burn Out<br />Poor Fit<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Expert<br />Potential<br />Excellent - 6<br />LEGEND<br />Design <br />Team<br />Exceeded Expectations - 5<br />Met Expectations- 4<br />A<br />B<br />Acceptable - 3<br />C<br />D<br />Needed Improvement - 2<br />E<br />Burn Out<br />Poor Fit<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Expert<br />Potential<br />Excellent - 6<br />LEGEND<br />Project <br />Type<br />Exceeded Expectations - 5<br />Met Expectations- 4<br />A<br />B<br />Acceptable - 3<br />C<br />D<br />Needed Improvement - 2<br />E<br />Burn Out<br />Poor Fit<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Tracking Project Results<br />Exceptional - 7<br />Expert<br />Potential<br />Excellent - 6<br />Exceeded Expectations - 5<br />Met Expectations- 4<br />GOAL<br />Acceptable - 3<br />Needed Improvement - 2<br />Burn Out<br />Poor Fit<br />Unacceptable - 1<br />Average <br />Profit<br />Target <br />Profit<br />High <br />Profit<br />Break<br />Even<br />Loss<br />

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Key Deliverable<br />End of <br />Phase<br />End of <br />Phase<br />Meeting<br />Meeting<br />Project Start<br />Project Closeout<br />$<br />$<br />$<br />FB<br />FB<br />FB<br />FB<br />FB<br />FB<br />FB<br />FB<br />FB<br />FB<br />FB<br />High<br />Designer’s <br />Increased Value<br />Client’s Perception of Designer’s Value<br />Low<br />Start<br />Finish<br />= Send Survey & Collect Feedback<br />FB<br />Collecting Feedback: WHEN<br />

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Collecting Feedback: WHO<br />Accounting<br />Marketing<br />Can Send Survey<br />Firm Leaders<br />Team Leaders<br /> Has Client <br />Contact<br />Team Members<br />

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Collecting Feedback: HOW<br />Measure by Client Expectations<br /><ul><li>Automatic Centering</li></ul> Starts at “Met Expectations” <br /><ul><li>Fast &Easy</li></ul> Intuitive to use,<br /> 2 seconds to score<br /><ul><li>Captures Detail</li></ul> 60 level answer scale <br />

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Reviewing Feedback: FAST & SIMPLE<br />

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Viewing Collected Feedback<br />1 Answer<br />1 Survey<br />Trend Line<br />Sender: Billy Bibbit<br />Respondent: Nurse Ratched<br />Category: Responsiveness<br />Project: Activity Center<br />

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Create AutomaticEarly Warning System<br />High Score <br />Threshold<br />Chosen by Each User<br />Low Score <br />Threshold<br />

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Detailed Reporting<br />

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Advanced Reporting Capability<br />Data Filters for Drill Down<br />Variety of Data Views<br />Batching & Scheduling!<br />

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Fast & Simple Implementation<br />Set Up <br />Firm<br />Train <br />Surveyors<br />Schedule<br />Reports<br />Send<br />Surveys<br />1 Hour<br />1 Hour<br />15 Minutes<br />3 Minutes<br />Implementation can be accomplished via live webinar or on-site facilitation.<br />

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Using Client Feedback to Improve Your Firm<br />Improve Your Recognition ofStaff Contributions<br />Improve Your Value& Billings to Clients<br />Staff Retention<br />Profitability<br />ImprovedAccountability &Reduction ofWasted Efforts<br />Improve Awareness and Response to Client Problems<br />Staff Performance<br />Liability<br />Marketing<br />Leadership<br />Improve Leaders’ Awareness, Improve Staff Assignments & Training<br />Track Client Loyalty, Improve Referrals, Resolve Issues<br />Mike Phillips AIA mike.phillips@designfacilitator.com 866-433-7322 <br />www.designfacilitator.com<br />