Increased Profit Through Client Management

$3,500.00

Client Management Training for Designers, Architects and Project Managers

Are important projects taking too long to complete the design?
Do customers seem shocked by the final price of a completed design?
Do over-budget designs upset the customer and never get built?
Is production waiting on your designers to get the customer to sign the construction agreement?

In today’s brisk business environment, getting projects through design on-budget and on-time is crucial. There’s nothing more upsetting than a completed design that doesn’t convert to production.

Today, the design department may be THE bottleneck in many design/build remodeling companies throughout North America.

This program is designed to address –

Dealing with allowances in the design and selection process
When and how to discuss budgets with customers
Meeting design deadlines to assist production
The Dreaded Scope Creep – when it starts and how the designer can control it
Dealing with indecisive customers
How to manage customers properly to get decisions easier and more timely
What to do to stay on budget even when the customer is asking you to add scope
How to control the design and selections process to keep customers happy but meet production start commitments
Advanced customer relationship building skills (much more than small talk or chit chat!)
The paradox of options and why you should think twice about offering them

Face it, designers were taught to design. Many lack the advanced interpersonal skills to control customers who reasonably expect great service and care during the design of their 6 figure remodel.

Clearly your team wants to please the customer. They deserve the tools to provide a superb (and efficient) customer experience with collaborative teamwork

This program includes –

A Customer Service assessment specifically for designers who manage customer interactions. Results will give feedback to the designer on their areas for communication improvement and outline strengths that the designer already has. Performance benchmarks are provided. ($300 value)
Eleven 55-minute group video conference sessions with other designers/engineers/PM’s from non-competitive companies around North America. Sessions are delivered by Jeff Borovitz, President of Sandler Sales. Homework is assigned for many of the 11 sessions. All 11 sessions are scheduled well in advance so there are no make-ups. If a session is missed due to illness or emergency, notes will be provided and Jeff will answer any subsequent questions the participant has offline. Each class will begin at 1:00 PM.
Access to the comprehensive Sandler Online library of training, including Foundations for managing meetings and conversations with customers. ($400 value)
A certificate of completion – (Sandler Training Customer Management for Designers)

Sample Curriculum

Welcome and Introductions
What is consultative design
Your Design Constraints (time, budget, performance, manufacturable, compliance, preferences
EPICBS and how to insure high Customer Satisfaction
The 5 Customer Service Problems (and how to avoid them)
Listening Skills
Meeting Management Skills
Designer Time Management with the 4 C’s
Prioritizing Design Elements and Selections
The Paradox of Options
ABT and Undermining Beliefs
CAPS with Customers
Pre-Meeting Planning
Questioning Skills to become a “detective”
Educator or Designer?
The Designer decides before the Customer decides
Advanced Bonding and Rapport – Matching and Mirroring
Understanding the Customer’s True Motivation
Discussing Money and Costs with the Customer
Call before you surprise!
Outstanding Customer Service is Predictable
Never get creative in front of the customer
Karpman’s Triangle for Designers
Dealing with Difficult Customers
Your “I” is not Who You “R”
Design Presentation Skills
How to Measure Customer Satisfaction

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