Business Development Playbook

Attending scoping meetings, kick off meetings, key milestone meetings such as Public Information Meetings and following up on major submissions. Require internal team to include me on meeting planners, invites. Also ask to review major submissions (at a high level) or check in with PM periodically. DESCRIBE YOUR PROCESS FOR CHECKING IN WITH YOUR CLIENTS Put a meeting in the calendar and plan monthly calls with them. The process does depend on the duration of the project. We have many projects that are in and out the door quickly, but the key is to still check in and stay in communication throughout even a quick turn project. It is also essential to check in after to solicit feedback, find out what else is in the pipeline, and potentially ask for a referral.

I utilize a number of methods. 1) I attend many of the project calls and keep tabs on a high level. The Client likes when the Principal who sold the idea of using BL is part of the overall team. This does not mean perform any of the PM tasks! My input is strictly looking at the financial structure and impacts, timeline, ways to push the BL team, and using my experience - methods to save the Client money. 2) Always be available. This means calls on weekends and late at night. On larger projects, the Client may be under pressure for deadlines that don’t respect the normal work day hours. Be there for them to help them succeed. 3) Personal activities. I find out what we have in common - this may mean scheduling a mt bike ride on the weekend, texting during a favorite football team/game, making light hearted bets on sports - loser wears the opposing teams jersey and takes a pic, sharing stories on vacations, etc. Find a common interest and interact! 4) Problem solving - if there is an issue with a project or team member, address it immediately with honesty and a solution based attitude. Keep them aware of the next deliverable and what is needed from them. Continually ask them if they need anything else. Then pick your spots to ask how we’re doing (which may be the Relationship Manager).

Depends on project and client. If new client, check in via their preferred method more frequently than if return client. Don’t overstep the PM, but figure out most effective way to check in with client on bigger picture- text, email, lunch, call, etc. Call or meet and ask for feedback on our performance. I set the premise by telling the client that BL Companies has made feedback - whether positive or constructive - a part of our culture and an essential component of our goal for constant improvement. I also think that an often overlooked opportunity is a post construction meeting. Set a meeting 10 or 11 months after completion of a project to review warrantied items, since a one-year warrantee is likely the shortest period you will encounter. Clients appreciate this because they may have otherwise forgotten and as a result miss the opportunity to make a warrantee claim. This meeting can be set up during the closeout or certification process of a job.

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Business Development Playbook