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

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

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

5. Set fees more by valueScore Range: 1 – Unacceptable, 4 – Met Expectations, 7 - Exceptional

6. Design Firm Challenges Liability Identify Pattern of Problems: Improves firm’s immediate and long-term response

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

8. Design Firm Challenges Leadership Track Your Team’s Results: Identify best assignments for each team member Improve Your Team’s Results: Identify best training for each team member

9. Design Firm Challenges Staff Performance Use Feedback Data to: Improve performance and encourage growth Use Feedback Process to: Enhance accountability and improve focus on clients

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

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

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

15. Tracking Project Results Average Profit Target Profit High Profit Break Even Loss

16. Tracking Project Results CLIENT FEEDBACK Average Profit Target Profit High Profit Break Even Loss

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

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

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

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

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

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

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

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

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

26. Collecting Feedback: WHO Accounting Marketing Can Send Survey Firm Leaders Team Leaders Has Client Contact Team Members

28. Reviewing Feedback: FAST & SIMPLE

29. Viewing Collected Feedback 1 Answer 1 Survey Trend Line Sender: Billy Bibbit Respondent: Nurse Ratched Category: Responsiveness Project: Activity Center

30. Create AutomaticEarly Warning System High Score Threshold Chosen by Each User Low Score Threshold

31. Detailed Reporting

32. Advanced Reporting Capability Data Filters for Drill Down Variety of Data Views Batching & Scheduling!

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

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