The Owners' Manual | Issue 25 | End of Summer 2022

Client Care is rooted in servicing the needs of our internal and external clients here at BL. Lately, we’ve talked a lot about communication and how to effectively connect with clients so that projects run smoothly and we can build upon current relationships and bridge out to build new ones. Another important key to communicating effectively is being responsive. Have you ever asked a question and found yourself at 4:30pm on Friday afternoon waiting for an answer? Or you’ve sent an email asking for clarification on an item and you’ve waited so long that you’ve had to move onto another project, leaving that one on your to-do list? We’ve all been there and quick frankly, it’s frustrating. When we take the time to respond to someone, answer a question, or provide some type of signal that you’re addressing the issue, you make the flow of a project more efficient. Sitting around waiting for answers not only drives people crazy, but ultimately can drive up the cost of a project. So, here’s what you can do. Return phone calls and emails in a timely manner. Sometimes we want to have the whole answer before responding, and that’s ok, but try to respond within 24 hours. If you don’t know the answer right away, kindly respond to the person on the other end of the question and let them know that you are working on gathering information. They’ll understand and just be happy that you kept them in the loop. If you get a meeting planner – respond truthfully. The magic of Outlook will automatically add it or delete it from your calendar. Now you are prepared. (Or have space for another event - like a kick- off meeting!) If a conflict arises, make sure to contact and update the host on your attendance. Utilize the resources that BL has to offer. We’ve invested time, money, and opportunity into the company in order to enhance every Employee Owner’s ability and skill set. All you need to do is reach out and use the tools in our expansive toolbox. Being open, communicating effectively, and responding to people will increase your client care competency.