Title

1 Breakout Session D4 Hilary Fordwich, Senior Vice President, AOC Key Solutions, Incorporated Date: November 6 th, 2012 Time: 11:15-12:30pm THE 5C'S OF SUCCESSFUL CONTRACT MANAGEMENT/ENGAGEMENT

2 Session Overview 1 2 Learning Objectives Background & Goals, Approach to Solutions 3 Tactical & Practical Applications of “Nuggets” 4 5 C’s Process

3 Integrate business development strategy into engineering client services Short & long term approaches Leverage 5 C’s to gaining new business & retaining; avoiding selling that alienates everyone. Leveraging 5 C's process into go to market strategy Learning Objectives

4 Confucius: “Tell me, I’ll forget Show me, I may remember Involve me, I’ll understand.”

5 Why We Are Here Today… % Success?

6 Why We Are Here Today CARNEGIE INSTITUTE OF TECHNOLOGY: “…in such Professional fields as engineering, law, auditing, IT, accounting,finance and architecture... about 15% of one’s success is due to one’s technical knowledge, 85% due to skill in Human engineering…."

7

8 WANT

9 L T R

10 WANT L T R C C C C C

11 Lack of Client Service & Relationship Management Training Results POSITION FOR SUCCESS Lack of Client Service Relationship “Hasta luego & good luck gaining & retaining clients, serving clients, building a team & furthering your career.” Your Goals ?

12 …Have a certain quality Professionals who excel at 85%... Maister Everyone does business….with people they…? 11 seconds 85% 15%

13 % Trusts: Interactive Judgment Congruence? ? of meaning is facial expression (VISUAL) ? of meaning is the way words are said (VOCAL) ? of meaning are words spoken (VERBAL) Dr. Albert Mehrabian Professor Emeritus of Psychology, UCLA The 3 V's Rule

14 Trust: Interactive Judgments Congruence 55% of meaning is facial expression (VISUAL) 38% of meaning is the way words are said (VOCAL) 7% of meaning are words spoken (VERBAL) Dr. Albert Mehrabian Professor Emeritus of Psychology, UCLA The 3 V's Rule

15 WANT

16 WANT L T R

17 WANT LIKEABILITY TRUST RESPECT LTR

18 Likeability +Trust + Respect = Inseparable 1.Likeability 1.Likeability is not an art, but a science 2.Trust: 2.Trust: the power of your personal impact 3.Respect 3.Respect based upon technical competencies

19 Blink- Analysis of Malpractice Lawsuit Risk  Some highly skilled doctors are sued a lot  Some doctors who make mistakes are never sued  Most people who suffer due to doctor negligence never file  Patients DON’T file due to shoddy medical care Opportunity Identification

20 = How patients were “TREATED” Findings for surgeons who are never sued: –Spend an extra 3 minutes –Use “orienting” comments –Listen –Use levity –NO DIFFERENCE… information Likability Relationship Poor Relationship  “People just don’t sue doctors they like,” Alice Burkin, Leading Medical Malpractice Lawyer  Patients in malpractice suits say they are "rushed, ignored, treated poorly”

21 Whether you like it or not… Perception IS Reality…Brand Value Everyone leaves an impression and an image which is always one of the following: Positive Negative Neutral

22 Immediate order Little or no contact Mass distribution Product duplication Short term orientation Sales team emphasis Anonymous servicing Lack of personalization Building of Trust Maturing of judgment Frequent contact Intimate knowledge of business Tailored servicing Long term orientation Business development Professionals servicing Sequential interactions Product=Transactional Services=Relationship Immediate order Little or no contact Mass distribution Product duplication Short term orientation Sales team emphasis Anonymous servicing Lack of personalization Product=Transactional

23 Power of the Five C’s of Relationship Truths Naysayers? Each has a proof point 1 2 Relationship Insurance—Extension of “Honeymoon” In Reverse—Vendors & Staff 3 Gaining and Retaining—”The Armor”

24 1 st C Proof Point= Worked Across the millenniums regardless of Culture Religion Ethnicity

25

26 Five C’s of Relationship TruthsCommunication Concern ConcernCandor Competence Connection  “Buy in your language; sell in theirs”  Visual versus internal (hands, eye contact, etc.)  Your client and their needs  Empathize, really empathize  Be straight, be honest, no exaggeration  If you don’t know it, admit it  Know to tailor your services  Demonstrate solutions  Find common ground  Neutralize differences

27 WANT LIKEABILITY TRUST RESPECT COMMUNICATION CANDOR CONNECTION CONCERN COMPETENCE