Atkins
Client Engagement - Intro
Not likeJustme at alllike me
1 / I understand what makes the individuals in my clients ‘tick’. I know how they think, what they like and dislike and what is important to them – beyond their technical requirements / 1 2 3 4 5 6 7 8 9
2 / I keep in contact with the people I work with in my clients – even when there is no particular project or piece of work that I am currently working on / 1 2 3 4 5 6 7 8 9
3 / I understand the ‘world’ of each of my clients and contacts. I am up to date with the pressures, opportunities and challenges they are facing and how these impact on them / 1 2 3 4 5 6 7 8 9
4 / I am ‘easy to talk to’. Clients and contacts find it easy to be open to me about both technical issues and the wider issues regarding delivery and the relationship between them and me/Atkins / 1 2 3 4 5 6 7 8 9
5 / I know how to manage every conversation I have with each client so that both sides get the most out of the time we invest in those interactions / 1 2 3 4 5 6 7 8 9
6 / I understand why people, in general, buy the kind of services Atkins, and my business unit, provide / 1 2 3 4 5 6 7 8 9
7 / I understand the specific reasons why each of my contacts and clients buys the kind of services Atkins and my business unit provides. I also recognise that each is unique / 1 2 3 4 5 6 7 8 9
8 / I am able to ‘represent’ my whole business unit – and not just my personal area of expertise - in my interactions with clients and contacts / 1 2 3 4 5 6 7 8 9
9 / I am able to ‘represent’ Atkins as a whole – and not just my personal area of expertise - in my interactions with clients and contacts / 1 2 3 4 5 6 7 8 9
10 / I am able to introduce (and position) my whole business unit to clients in an articulate, brief, confident and fluent way / 1 2 3 4 5 6 7 8 9
11 / I am able to introduce (and position) Atkins (as a whole) to clients in an articulate, brief, confident and fluent way / 1 2 3 4 5 6 7 8 9
12 / I am able to handle clients who are unhappy or dissatisfied in a way that strengthens the relationship and helps to ensure both the client and I are happy with the outcome / 1 2 3 4 5 6 7 8 9
13 / I am able to put forward ideas and opinions in a way that engages and enthuses the people I am communicating with. I am able to engage in a way that is both logical and interesting/motivating to the other person / 1 2 3 4 5 6 7 8 9
14 / I am confident in the way every interaction with every contact starts. I know how to ensure these interactions begin in a positive fashion / 1 2 3 4 5 6 7 8 9
15 / I am very good at active listening. Others have told me this. / 1 2 3 4 5 6 7 8 9
16 / I know how to build a feeling of trust and credibility in others, both inside and outside Atkins / 1 2 3 4 5 6 7 8 9
17 / I am skilled in exploring the views of clients and contacts. I am good at gaining accurate and deep information and insights in a way that the client is very comfortable with / 1 2 3 4 5 6 7 8 9
18 / I know when to talk and when to listen / 1 2 3 4 5 6 7 8 9
19 / I am good at demonstrating a depth of understanding of my clients in a way that builds my credibility with them / 1 2 3 4 5 6 7 8 9
20 / I am able to adapt my behaviour in different situations. This enables me to engage easily with different people, including those who have different personalities/styles/approaches to me / 1 2 3 4 5 6 7 8 9
21 / I have, and demonstrate, a genuine interest in my clients. This interest is not only the technical element of their needs - or in how I might win more work from them / 1 2 3 4 5 6 7 8 9
22 / I know how to demonstrate my own (and Atkins’s) knowledge, expertise and track record in ways that are most engaging to my clients – and not in a ‘pushy’ or unconvincing way / 1 2 3 4 5 6 7 8 9
23 / I know how to add value to my clients and contacts in a way that is totally relevant to each of them. I make no assumptions / 1 2 3 4 5 6 7 8 9
24 / I understand, and am able to articulate, Atkins’s position on Carbon Critical Design, including how this relates to the wider area of Sustainability / 1 2 3 4 5 6 7 8 9
25 / I am able to answer any questions my clients ask me about Carbon Critical Design and Atkins views, experience, track record and expertise in this area / 1 2 3 4 5 6 7 8 9
26 / I am confident and relaxed in all interactions I have with clients I know well / 1 2 3 4 5 6 7 8 9
27 / I am confident and relaxed in all interactions I have with clients and contacts I do not know well or who I meet, or interact with, for the first time / 1 2 3 4 5 6 7 8 9
28 / I know what contribution I should be making to the defence and development of my client relationships and how I should be engaging with clients on behalf of Atkins and my business unit / 1 2 3 4 5 6 7 8 9
29 / I am measured and recognised for the way I engage with clients and contacts. I get feedback from my manager and other colleagues on this / 1 2 3 4 5 6 7 8 9
30 / I am able to spot opportunities for further work for myself and Atkins and am comfortable to progress discussions on these opportunities in a way that the client will be happy with / 1 2 3 4 5 6 7 8 9
31 / I am good at developing relationships of credibility and trust with colleagues / 1 2 3 4 5 6 7 8 9
32 / I am confident and comfortable in challenging clients and colleagues in a constructive manner and in a way that helps to develop the relationship and ensures the client gets the best from us / 1 2 3 4 5 6 7 8 9
© 2008 The PACE Partners LLP London EnglandPage1