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Good Client Service:

Good Client Service:. an ODOT Perspective Presented by Amy Schmidt. Communication. “You don’t engineer projects into existence. You communicate them into existence .”

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Good Client Service:

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  1. Good Client Service: an ODOT Perspective Presented by Amy Schmidt

  2. Communication

  3. “You don’t engineer projects into existence. You communicatethem into existence.” “… speak up if something looks like it is headed the wrong way.” ODOT PM 101 Training

  4. Explain It Simply

  5. 3 Common Methods • Email • Phone Calls • Letters

  6. Email

  7. Use Email Judiciously • If you have to email back and forth more than twice, pick up the phone. • Never send an email when mad or tired • Don’t share criticisms in emails – use facts

  8. EmailsProject Specific: • Subject line: PID or Project Number, County-Route-Section, purpose. • Don’t cover multiple issues in a single email unless you outline them clearly. • Summarize action items and include time limits.

  9. Phone Calls

  10. Friendly vs. Time Hog • A friendly tone and small talk can help build trusting relationships. • Don’t abuse it. • Conclude the call with a decision or a deadline for reaching a decision.

  11. Phone CallsProject Specific: • Call the Project Manager first, unless you have the green light to contact the Subject Matter Expert directly. • Offer potential solutions/options to a problem.* • Follow up in writing if a decision is made or direction provided. “If it’s not in writing, it didn’t happen.”**

  12. Letters

  13. Letter vs. Report • Begin with the purpose of the letter. • Content: reference data covered in other documents, do not recite it. • Conclude with recommendations, requests, etc.. Clearly state what decisions/info. are needed and give a target date.

  14. Cover LettersProject Specific: • Subject line: PID or Project Number, County-Route-Section, purpose. • You can cover multiple issues, but outlinethem clearly. • Summarize action items and include time limits.

  15. What will the communication of the future look like?

  16. ODOT is working on a Document Management system which will eliminate many paper documents. • Agreement documents will be on-line only. • Paper copies of plans may still be required for review. • Review comments will be made on-line only.

  17. One last(but important) note:

  18. Consultant Evaluations & Consultant Selection

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