Client Engagement Planning Checklist.xlsx

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1	[INSERT COMPANY LOGO HERE]
2	CLIENT ENGAGEMENT PLANNING CHECKLIST
3	The contents of a client engagement planning checklist will vary depending on the specific goals and objectives of the organization, as well as the type of clients and interactions being managed. The questions below serve as a starting point and can be adapted or modified as needed to meet the specific goals and objectives of the organization and the type of client interactions being managed. This checklist also serves as a guide for new leadership team managers who would like to train their employees on the delivery of a qualitative employee to client engagement.
4	ACCESS👉 Client Engagement Playbook ACCESS 👉Client Feedback And Survey Questions ACCESS 👉Client Offboarding Checklist ACCESS 👉Client Centralized Database ACCESS 👉 Client Meeting Monthly Catch Up Template ACCESS 👉 Client Monthly Meeting Planning Sheet ACCESS 👉 Client Onboarding Questionnaire
5	No.	Category	Example questions for employees from leadership team managers	Example of employee-manager conversations (double-click to expand)
6	1	Preperation	What is the purpose of this interaction? What is the desired outcome? What information do I need to prepare for this interaction? What are the client's needs and expectations?	Manager: Hey, welcome to the team! I'm excited to have you onboard. I wanted to touch base with you to go over the process of preparing for a client engagement. New Employee: Thank you! I'm eager to learn and get started. Manager: Great! So, first things first, we'll need to understand the client's goals and objectives. We'll be reviewing their current situation, as well as their past projects and experiences with other vendors. This will help us determine the best approach to meeting their needs. New Employee: Okay, I see. That makes sense. Manager: After we've done our research, we'll need to create a proposal that outlines our services and how we can help the client achieve their goals. The proposal should be clear, concise, and tailored to their specific needs. We'll also need to provide pricing and project timelines. New Employee: Got it. I'll make sure to do my best to create a compelling proposal. Manager: Excellent. We also need to make sure we have all the necessary resources in place before engaging with the client. This includes team members, equipment, software, and materials. We'll be working closely with the team lead to ensure everything is in order. New Employee: Sure, I understand. I'll work with the team lead to make sure we have everything we need. Manager: Lastly, we'll need to prepare for and conduct a kick-off meeting with the client. This is where we'll present the proposal and discuss the project details. We'll also be answering any questions they may have. New Employee: Okay, I see. That's a lot to prepare for, but I'm up for the challenge. Manager: Great! I have faith in you. If you have any questions or concerns, don't hesitate to reach out to me. We're here to support you. New Employee: Thank you, I appreciate it.
7	2	Communication	Am I actively listening to the client? Am I asking clarifying questions to better understand their needs? Am I providing clear and concise responses to their questions and concerns? Am I managing the client's expectations effectively?	Manager: Hello and welcome to the team! Today, I would like to talk to you about effective client communication. As a member of our team, you will be interacting with clients regularly and it's important to ensure that you are communicating in a professional and effective manner. New Employee: Thank you, I understand the importance of effective client communication. Can you provide some tips on how to do this? Manager: Sure! Here are some key points to remember when communicating with clients: Listen actively: Make sure to give your full attention to the client and listen to their concerns, questions, and needs. Be clear and concise: When communicating with clients, be sure to use clear and concise language. Avoid using technical jargon or complex terms that the client may not understand. Be responsive: Respond to client inquiries in a timely and professional manner. This shows that you value their time and are committed to meeting their needs. Stay organized: Keep detailed notes of your conversations with clients and maintain accurate records of any agreements or commitments. Maintain a positive attitude: Maintaining a positive attitude and a friendly demeanor can help build strong and lasting relationships with clients. New Employee: Those are great tips. Thank you for sharing. Manager: You're welcome. And remember, the key to effective client communication is to always put the client's needs first and to work towards building a strong and lasting relationship with them. Good luck!
8	3	Relationships	Am I building rapport with the client? Do I understand their needs and preferences? Am I establishing trust and credibility with the client?	Manager: "So, our next topic is how to build client rapport. This is a key component of our client engagement process, and it can make a big difference in the success of our projects. Can you tell me about a time when you had to build rapport with someone?" New Employee: "Yes, I remember when I was working at my previous job and I had to build rapport with a new client. They were a bit skeptical of us at first, but I took the time to get to know them, understand their needs and goals, and find common ground." Manager: "Great, that's exactly what we're looking for. So, what specific steps did you take to build rapport?" New Employee: "Well, I made sure to listen carefully to their concerns, asked thoughtful questions to understand their perspective, and showed genuine interest in their business. I also made sure to be approachable and friendly, and to keep the lines of communication open." Manager: "Perfect, those are all great steps. And what was the outcome of your efforts?" New Employee: "The client ended up becoming one of our most valued partners, and we continued to work together on several projects. They were very satisfied with our work and they always gave us positive feedback." Manager: "That's fantastic! So, let's make sure to apply those same principles in our client engagements here. Remember, building rapport takes time and effort, but it pays off in the long run. Do you have any questions or concerns about building client rapport?" New Employee: "No, I think I have a good understanding now. Thank you for your guidance." Manager: "You're welcome. And remember, if you ever have any questions or need any support, don't hesitate to reach out to me or to the team."
9	4	Problem Solving	Have I identified the root cause of the problem? Am I developing creative solutions to address the client's needs and concerns? Am I implementing effective resolution strategies?	Manager: Alright, so let's talk about one of the most important skills in client management - problem solving. Can you tell me, have you ever encountered a situation where a client was not happy with the work you delivered? New Employee: Yes, I have. Manager: Excellent, can you walk me through how you handled the situation? New Employee: Sure. I listened to their concerns, gathered all the relevant information, and tried to understand their point of view. Then, I proposed a solution that addressed their issues and explained how it would resolve the problem. Manager: Good, that's a great start. Can you tell me what the outcome was? New Employee: The client was satisfied with the solution and we were able to move forward with the project. Manager: Great. Now, let me add a few more tips to help you effectively problem solve with clients. First, always remain calm and professional, even when the situation may be challenging. Second, involve the client in the solution process as much as possible. This shows that you value their input and it can also lead to a more satisfactory outcome. Third, document the steps you take to resolve the issue, so you can reference them in the future if needed. New Employee: Okay, got it. Manager: And finally, always follow up with the client to make sure that the solution you provided was effective and that they are satisfied with the outcome. Communication is key in these situations. New Employee: Yes, I understand.
10	5	Follow-Ups	Have I documented the interaction and any action items? Am I following up on commitments made during the interaction?	Manager: Hi [New Employee], welcome to the team. Today, I want to go over how we handle client follow-ups. It's an important aspect of client relationship management. New Employee: Okay, I'm ready to learn. Manager: Great! So, when we complete a project, it's important to reach out to the client and see if they are satisfied with the results. We want to make sure we have met their expectations and address any issues they may have. New Employee: Okay, got it. What is the best way to follow up with the client? Manager: Usually, we send an email to the client and ask if they are happy with the project and if there is anything we can do to improve for the next project. It's also a good idea to schedule a call with the client to go over the project and receive feedback. New Employee: That sounds great. How often should I reach out to the client for a follow-up? Manager: It's best to reach out to the client a week after the project is completed and then follow up with them once a month for the next few months. This way, you stay in touch with them and address any issues that may arise. New Employee: Okay, I understand. Manager: Great. And remember, effective follow-up with clients helps build strong relationships and shows that we care about their satisfaction. It also helps us identify areas for improvement in our services. New Employee: Yes, I will keep that in mind. Thank you for the guidance.
11	6	Continuous Improvement	Am I seeking feedback from the client on how to improve the interaction? Have I reviewed performance metrics and KPIs? Am I making improvements to the client engagement process?	Manager: Hello [New Employee], welcome to the team. I'm glad you're onboard. New Employee: Thank you, I'm excited to be here. Manager: As a member of the client management team, continuous improvement is key to delivering exceptional service and exceeding customer expectations. Can you tell me what your thoughts are on this? New Employee: Yes, I believe that continuous improvement is important in order to stay ahead of the competition and meet changing customer needs. Manager: Excellent. To achieve this, it's important to regularly review customer satisfaction and experience, identify and implement opportunities to improve, and invest in technology and resources to enhance the customer experience. Can you share with me how you would go about doing this in your role? New Employee: Sure. I would start by setting up regular check-ins with customers to gather feedback and understand their needs. I would also keep an eye out for industry trends and new technologies that could help improve the customer experience. Additionally, I would collaborate with the team to identify areas for improvement and work on implementing new processes and technologies. Manager: Great, that's a good approach. Don't forget to involve the rest of the team in these efforts and to continuously seek feedback from your colleagues to ensure that everyone is working towards the same goal. New Employee: Yes, definitely. I understand the importance of teamwork and communication in achieving success in this role. Manager: Good. Remember, continuously improving the client experience is a never-ending journey, but it's one that will ultimately lead to greater customer satisfaction and success for our agency.
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