1. Managing Customer Expectations Steve Lennon Jillian Hardie 12 July 2013

2. Arup Advisory I Design I Engineering

3. What Do Customers Expect?

4. True Love?

5. True Love Empathy Responsiveness Commitment Communication Trust

6. Set Manage Understand Exceed Process

7. Live in their world Set Manage Understand Exceed

8. Promise of Value (What vs. How Much) Commitment to Values (Why & How) Set Manage Understand Exceed Value proposition +

9. Set Manage Understand Exceed

10. Maintenance A balancing act Set Manage Understand Exceed Reactive Preventative Capital Investment

11. Clear point of contact Framework for prioritisation Ongoing communication Keeping score Moments of truth Set Manage Understand Exceed

12. Set Manage Understand Exceed

13. Set Manage Understand Exceed

14. Trust equation Set Manage Understand Exceed

15. Developed for Client Inspections Clear Process Reports Generated Instantaneously Understandable, Highly Visual Product Arup Inspect

16. Clear Process Set Times Instant Feedback Early Delivery (on quote and product) Jim’s Skip Bins

17. Holistic approach People Process Technology

18. Thank you