We’ve heard a lot about becoming an industry-leader in client service, but what can we do as individuals to make this a reality? And how is this different from what we’re already doing with our clients?

Our clients tell us that GHD is a leading company in the Australian market and they keep coming back to us for our technical excellence, track record and talented people. But they’re also telling us we could truly differentiate ourselves with just a little ‘more’.

Strategy to 2020 is born out of those moments of truth when we don’t give our clients our absolute best. We can be great, but do we do it consistently? We know that:

• We have a large number of client relationships, many of these are extremely strong, but not all are deep enough to truly understand and anticipate our clients’ needs and priorities
• We focus on operational excellence, yet we do not consistently deliver what we promise to our clients or keep them informed along the way
• We have an extensive network of offices; however, we are not fully connecting our clients to the depths of our people’s knowledge and technologies to deliver the best outcomes for them.

This is where our client commitment comes in. Consider this a set of guiding principles for each of us to work towards in achieving client service excellence. These were developed based on industry and client feedback, as well as ideas from 600 GHD people.

Our people are what clients see and touch, and are the real embodiment of our client service brand and values. In 2020, we’ll know that we’re truly-client service led when everyone:

• Truly understands their clients' business and the context they operate in
• Excels at delivery so that our clients can expect consistent service tailored to their needs
• Connects the Potential by looking further ahead and finding better ways
• Applies these principles to all our clients, regardless of whether they’re internal or external

I challenge each of you to consider how you can apply this to your own clients. Can you start every day with the intention of ‘wowing’ your client and can you do it consistently?

If you have ideas on bringing client service to life, please email strategy@ghd.com; we’ll do the sharing and learn from each other’s experience.

Regards, Sonia