NORTH JERSEY SOCIETY OF
PROFESSIONAL LAND SURVEYORS
Client Communications:
The Lifeblood of Business
A SEMINAR BY
BILL BEARDSLEE, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
WHAT IS COMMUNICATION?
Webster's says - A process by which information is
exchanged between individuals through a
common system of symbols, signs, or
behavior.
Dance & Larson (1976) Survey of Literature -126 definitions
practical information based or meaning - theory based
Communication skills
have become as important
as
Technical skills
in the business arena.
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Communication is a two way process so
improving communication involves both how we
send and how we receive messages
Skills You Need
IPS Internet
Client Communication
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Relationship:
The way in which two objects, concepts, or
people are connected, or the state of
being connected.
Client Communication
©copyright 2013 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Acquaintance:
A person one knows slightly, but is not a
close friend.
Friend:
A person whom one knows and with whom
one has a mutual bond.
Client Communication
©copyright 2013 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Conversation is the key.
Engage in a healthy conversation
verses
a series of questions.
Wally Hise, PSMJ, Oct, 2013
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
“Real chemistry happens in person”
“ We’re genuinely interested in
understanding our clients. We get to
know you and what you are looking
for.”
Cindy Harington – It’s Just Lunch
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
If you have to eat a meal,
eat it with a client !!
It’s all about breakfast !!!
David Stone, Stone & Co., August 13, 2013
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
From a snails pace to the speed of light,
our communications have become a greater
burden to our production
Mail
Phone
Fax
Cell Phones
Email
Text
Client Communications – The Lifeblood of
Business
The Daily Task List
1. Prioritize list – most difficult first
2. Use the list for delegation
3. Use the list for time accumulation and
record
Client Communication
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
The Telephone
1. Make a list of calls for the day – make them first
thing in the morning.
2. Leave and receive thorough messages, limiting
response time.
3. Limit call back time to one hour in the AM and
one in the PM.
Client Communication
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
The Telephone
4. A business call is not a chat.
5. For multiple question calls, write out a list of
points ahead of time. Use this as an outline as
well as a record of the answers.
6. Delegate calls where others have the
Client Communication
information.
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Rules apply for e-mail also !!
The “e” stands for
EVIDENCE
DISCOVERY
Client Communication
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Use the medium appropriate for
the message.
Client Communication
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Ethics Responsibilities
To Client – Best representation possible
To Public – Protect their health, safety, and
welfare
To the Profession - To work to the highest
standards
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Consumer Bill of Rights
All consumers of services offered by
licensed professionals have the legal right to:
•  Receive competent professional services.
•  Verify the credentials of licensed professionals and to
know the names and titles of licensed professionals
who provide service.
Client Communications
© copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
•  Receive clear explanations of the services
being offered or provided and how much
they cost.
•  Refuse any services offered.
•  Know what client records will be maintained and how
to obtain copies; personally identifiable information
normally cannot be revealed without the consumer’s
consent.
Client Communications
© copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Professional Misconduct
•  Failing to return or provide copies of records on
request.
•  Practicing under the influence of alcohol or drugs.
•  Being sexually or physically abusive.
•  Practicing beyond the scope of the profession.
•  Performing unnecessary work or unauthorized
services.
•  Charging for work not done.
•  Stealing from clients or committing insurance fraud.
•  Engaging in acts of incompetence or negligence.
Consumer Communications
© copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
NEW YORK STATE
LAND SURVEYING PRACTICE
GUIDELINES
Consumer Communications
© copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Type & Purpose of Survey
Each surveyor should confer with the
client to determine the purpose of any
surveying service. The specific purpose of a
survey may determine the category of
services needed, the information required and
the work to be done.
Receive clear explanations of the services
being offered or provided and how much
they cost.
Client Communications
© copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Evaluate using SWOT
Analysis
STRENGTHS
WEAKNESSES
OBJECTIVES
© copyright 2011 by William E.
Beardslee, P.L.S., P.E., P.P.
Jeff Salmon, Professional Surveyor, January, 2008
THREATS
Client Communications – The Lifeblood of Business
Project Communication Agenda
Pre -proposal Meeting
Progress Reports
Decision Points
Meeting Representation
Project Phase Closeout Meeting
Client Communications
Copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Path of Truth
1.  Disclose Relevant Facts
2.  Acknowledge Mistakes
3.  Ask the hard questions
Daniel A. Miller
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Disclosure
Timely disclosure of relevant facts to parties
entitled to know
Allow disclosure to take its natural course
Proper disclosure of risks and unfavorable
information enhances credibility and
confidence
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Acknowledging Mistakes
Admit in a timely manner
Creates common ground for dealing with
the problem
Eliminates anxiety and distress of
discovery
Cover up worse than event
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Writing rules are still important !!
Credibility
Professionalism
Clarity
Posterity
Andrew Hindes- The In House Writer
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Pre – Proposal Meeting
Who
What
Where
When
Why
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Listening
Listening is the ability to accurately receive
messages in the communication process.
Listening is not the same as hearing.
Adults spend 70% of time communicating
45% Listening
30% Speaking
16% Reading
9% Writing
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Skills You Need
IPS/Internet
Client Communications – The Lifeblood of Business
Listening
Listening to the client makes them part of the
process and gives them a sense of power.*
Forget what you want to say and listen to their
needs.*
“If we were supposed to talk more than we listen, we
would have two tongues and one ear.” - Mark
Twain
Clients who feel helpless are not willing to pay a
premium for top class service.*
*Larry Phillips, PLS; POB, August 2012
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Listening
10 Principles of Listening
Stop Talking
Prepare to Listen
Put Speaker at Ease
Distractions
Empathise
Remove
Be Patient
Avoid Personal Prejudice
Tone
Listen to the
Listen for Ideas – Not Just Words
Verbal
Watch for Non-
Client Communications
Client Communications – The Lifeblood of
Business
WHO
Client Name and background
Age of Company
Previous projects
CORRECT address
Person Authorized to sign
Credit checks on new clients
Client Communications
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
WHAT
What will be needed and what
MIGHT
be needed
No hidden agendas.
No half truths.
Client Communications
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
WHAT
A full, complete, and HONEST discussion
showing your understanding of the project.
This will define, in detail, the scope of the project
Also the time to discuss future phases of project and any future
projects
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
WHERE
Identifying characteristics
As many as possible
Location of project on site
Client Communications
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
WHEN
Discuss all necessary time frames
Make sure they are ATTAINABLE !!!
To be discussed
PRE CONTRACT–
NOT IN THE MIDDLE OF CONTRACT
Losing potential Client better than a bad reputation
Client Communications
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
WHEN
Hold to times established –
they are a contract !
Goal – finish 20% early
The faster it is done the more you will make !!!
Work expands to meet the time available !!
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
WHY
Discuss CLIENT’S NEEDS
Why are they doing what they are doing when they are doing it?
Money Issues?
Disappointed with previous surveyor?
Answering a violation?
This helps define the VALUE of the services required
Client Communications
©copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
PRICE
TIME
QUALITY
Pick any two
Client Communication
© copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Progress Reports
Call or meet client regularly
Not just project oriented – Business
Oriented
Creating new client costs 4 times more than
keeping existing client.
Copy client on all correspondence
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Decision Points
You are not the decision
maker !!!!!!
Your function:
gather data and present options
If they say “Do what you think best” –
explain to them WHY you think what you
have chosen is the best
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Meeting Representation
If it is Code – GO
If not – NO
“ I’ll take it back to my client.”
Think – “ I refuse to answer on the grounds that
it may incriminate me.”
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
Project Phase Closeout Meeting
Make sure ALL scope items have been
completed in full
Ask the hard questions :
How did we do?
What could we have done better?
Your opportunity to market for the remaining
phases and for other projects with that client.
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of Business
A well informed client is a great
asset.
Work with CLASS
C
L
A
S
S
Client Communications
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
Seminars and in-house staff instruction available through
The Beardslee Group
William E. Beardslee, PLS, PE, PP
Communication & Education Consultant
837 Seven Lakes North, West End, North Carolina 27376
910-673-2196 Cell – 973-534-0256 Email – billtbg4@gmail.com
Client Communications
©
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.
Client Communications – The Lifeblood of
Business
…….to the point
or place
of beginning.
Containing 1,156.345 invaluable bits of wisdom.
Client Communications
©
copyright 2012 by William E. Beardslee, P.L.S., P.E., P.P.