Mary-Louise Hoffman
Kristie Steel, a senior financial management subject matter expert at Binary Group, has recommended best practices for contractors to increase satisfaction among their government clients.
An outcome-based approach to project delivery could help vendors accelerate time to value as well as avoid potential cost issues, Steel wrote in a blog post published Wednesday.
She says companies should also use customer-centric language when they respond to inquiries and listen carefully to understand client concerns.
“An important aspect of customer service is simply making the customer feel heard and showing them that their opinion matters,” she stated.
Steel also suggests that vendors gather client feedback by conducting surveys about halfway through a project and once contract work is completed.
Companies must also strive to build trust with customers, remain professional and treat clients well to gain their loyalty, according to Steel.
