client services

client services

 

Caroline Taich shares a concise post and one key tip on how to improve your client services. 

Are you getting ready to start a planning process?

I help my clients bring new ideas to life. To do this work well, I believe that it helps to know what it’s like to walk in client shoes. So when the arts organization where I am Board President was ready to write a strategic plan, I jumped at the chance to be the client. Here’s what I learned about how to make the most of your planning experience:

You must invest in it. Full stop. Your job as a leader on the strategic planning team is to listen; contribute; reflect; rinse & repeat. Unless you invest, you won’t get the full benefit. When I volunteer my perspective and say out loud what I value (e.g., “part of the purpose of a community arts organization should include making new friendships”) – I build ownership, pride and accountability for realizing it.

Write out your most important questions at the start, and make them as specific as possible. An ok question might be, “How can we have greater impact?” A better question is, “What are the three most important things we can offer our community that they can’t get anywhere else?”

You have to make the length of the planning process work for you. Planning can be done in as little as 1 day or as long as a year. Choose the timeline that allows you to wrestle with the data and your vision – but not so long that you get lost in the process.

 

Key points in this article include:

  • Strategic planning tips
  • Building ownership
  • Question planning

 

Access the article, On Being a Client, on the Kirtland Consulting website.