Defining client satisfaction sounds easy, right?<\/p>\n
More traditional Performance Based Contracts usually define client satisfaction to a reasonable degree, with just enough wiggle room to make all parties work together to solve issues.<\/p>\n
In the best case, Performance Based Contracts clearly state what will satisfy your client, such as clean the restrooms 3 times a day, police the grounds twice per shift, perform preventive maintenance quarterly, etc.\u00a0 They will include the clause \u201cto client\u2019s satisfaction\u201d, but there are clear guidelines for performance.<\/p>\n
In the worst case, Modified Performance Based Contracts do not define client satisfaction for most areas, and have clauses that state work will be done \u201cto client\u2019s satisfaction\u201d as a substitute for real performance definitions.<\/p>\n
Modified Performance Based Contracts place a heavy burden on the service provider, because \u201cclient satisfaction\u201d can change frequently, sometimes day to day.\u00a0 As a result, the service provider is unsure how to mobilize staff to meet client goals, and the client feels that the service provider isn\u2019t performing adequately.\u00a0 Over time, this can create an undesirable relationship between the service provider and the client, compounding issues.<\/p>\n
Understanding how to overcome the challenges of a Modified Performance Based Contract is critical for the service provider AND the client.<\/p>\n
So how does the service provider begin to provide targeted services that are appreciated by the client?<\/p>\n
Document what you are currently doing<\/strong> \u2013 Clearly understand the value you deliver.\u00a0 Once this is achieved, meet with your client and explain how you are achieving \u201csatisfaction\u201d.\u00a0 A client worth keeping will tell you what needs to be changed to better satisfy their needs, which usually includes some form of Corrective Action Plan and Preventive Action Plan.\u00a0 You may feel that you don\u2019t have resources to meet these needs, and you will probably have to realign resources before too long.<\/p>\n Document progress towards your objectives<\/strong> \u2013 Act on the items you discussed with your client, but clearly document what you are achieving and also document your struggles.\u00a0 When your client sees an honest effort to meet their stated needs, they should be more willing to discuss how to overcome your challenges.\u00a0 If you can show your client that you are doing a proactive job, their confidence in your ability to deliver \u201cclient satisfaction\u201d will increase.\u00a0 Don\u2019t be shy \u2013 ask for client feedback throughout this process.<\/p>\n Confirm and present a plan<\/strong> – Confirm what you have learned while documenting your progress, and present a plan to fix any issues that could not be fully resolved.\u00a0 If you have included your client in your progress, there should be no surprises at this point.\u00a0 Clients will be more inclined to be reasonable and grant\u00a0requests that improve service\u00a0if you have done a diligent job up to this point.<\/p>\n