Setting and managing expectations for clients by managing customer supplier relationships are key to maintaining satisfied customers. As suppliers, this means we need to set realistic deliverable expectations our customers all the way through the value chain. This document allows us to track each handoff as a team holding each of us accountable for our part in the process. The concept is simple. Just give the team a firm expectation for each of your deliverables to set the expectation for your team customers. Then team customers can provide the actual delivery date so we all can measure and improve each step of the way. Remember: the key is not necessarily to get it done as fast as possible, but rather to set accurate and reliable expectations for our customers and clients all the way through the process.
1. Open the Google Doc Handoff Room on Drive
Search for the Client Handoffs Doc on Google Drive.
This handoff process starts at the beginning of a sale and ends when collect payer reimbursements for our billable activities. Process starts with Sales to Implementation to Nurturing, Onboarding, Clinical Operations and ends with Billing.
2. Suppliers Set the Customer Expectations
Suppliers Update the Expected Delivery Date Column. Consider all the dependencies you anticipate when setting dates.
3. Customers Confirm the Actual Delivery Date
Customers update the Actual Delivery Date of each step auto-populate the score. The calculated score will appear once you enter the date. Remember to update these delivery dates as soon as you can.....what gets measured, gets improved!
4. Suppliers Update Monthly KPI
- Suppliers update the Leading KPI at the end of the month.
- Suppliers Update the KPI at the end of month to auto-populate the KPI Ratio %. These ratios are based on historical data and are intended to help us project in to the future thereby setting expectations for the team, clients and investors.
5. Do the same for all other sections:
Do it again! Repeat steps 2 to 4 above for all other sections below:
- Implementation
- Nurturing
- Onboarding
- Clinical Operations
- Billing
0 Comments
Add your comment