“Improving Client Relations”
April 1, 2010
Our Featured DISC Certification Grad
Mary Jane Riccardi
Senior Learning and Development Manager
www.Kleinfelder.com
In a recent conversation with Mary Jane Riccardi, she provided us
with insights on how she uses DISC to improve client
communications. Following are excerpts from that conversation.
Bonnie Burn (BB): We hear that DISC has made quite an impact at Kleinfelder?
Mary Jane: I'll say. It's now an integral part of the KMS workshop.
BB: KMS Workshop?
Mary Jane: The Kleinfelder Marketing System workshop was designed to help the firm win larger projects
from key clients. Through KMS, we now teach our engineers and scientists how to communicate with
clients in ways that best meet their needs and expectations.
BB: So how does DISC fit in?
Mary Jane: We created a 30-minute on-line course introducing the DISC and made it a prerequisite,
along with taking the DISC assessment, for all workshop attendees.
BB:: Great idea. Tell us more?
Mary Jane: During the workshop, we discuss in detail everything we know about our clients. This
information is used in a process called Client Account Analysis. Marketing teams review the findings and
use them to proactively develop approaches to meeting with clients based on their style. This results in
more effective and efficient client meetings.
BB: Sounds like you're getting the most out of your DISC Certification.
Mary Jane: DISC really has changed the way we do business at Kleinfelder.
Contributing Editor and Sr. HR Consultant, Mona Melanson
DISCcert
www.disccert.com
bonnie@disccert.com
855.459.6648
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