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Dynamic. Julia Gilbert.

5 August 2022

Building successful client relationships

Projects come in all shapes and sizes and on a whole host of different topics. Some are a one-off requirement and others can be more extensive. However, not many last for 10 years and are still going strong.

I’m in the fortunate position of working with two clients who have recently launched their annual inductions for the tenth successive year. Not only have these inductions stood the test of time, they have evolved to ensure that the products produced still meet the needs of the target audience and the stakeholders. By my rough estimates, we will now be in the hundreds of thousands of learners who will have completed the products associated with these two clients.

That’s 10 years of building strong client relationships and really getting to understand how we can work effectively together. The key elements that are apparent with both clients are:

Evolving

Appreciating how the client’s organisation has evolved and how the solution needs to adapt to embrace this.

It’s not just the technology that changes and paves the way for updates, it’s the content, the stakeholders, budgets, pretty much everything other than the project manager and the lead developers in this case.

Year upon year, we don’t start scoping for the next iteration by having a predetermined fixed idea of what we think will be required, we listen, engage, discuss and evolve. We tweak our approach to get the best results as there is no one-size-fits-all concept.

Flexibility

Because of the constant evolution, it’s vital to be flexible.  

This was paramount during the height of the COVID-19 pandemic. Subject matter expert availability was limited and the scope planned for 2020 and 2021 had to be reined in a little. For example, in previous years, the LMS platforms, supplied by Dynamic, are normally taken offline for a fortnight to allow for updates and maintenance. Due to the ongoing recruitment of NHS staff during the pandemic, the sites needed to be available constantly. We monitored user access to ensure that changes to the site were performed when site traffic was minimal.

As both clients are healthcare providers, essential COVID-related content was quickly curated and dovetailed into the programmes. Content was frequently adapted to keep pace with ever-changing government guidance.

Collaboration

Collaborating together is key to innovate the products each year to provide something different for returning learners.

Yes, there will always be some core content that remains similar, but that can be presented differently to maintain engagement.

We aim to understand the goals and objectives for the project but also understand how this project fits into the organisation as a whole, and aligning deliverables to the client’s culture.

Trust

Building a strong relationship with clients earns trust and re-engaging us will save them time and money.

If something is not possible, we will say so. By confidently expressing our honest opinions, clients respect our expertise. This is linked to the point below.

Deliver what we promise

We wouldn’t dream of being blasé and just come to expect repeat business. We know that there are a lot of providers out there looking to take our place.

We need to deliver what we promise – a core part of Dynamic’s ethos. We strive to ensure that this is achieved. Pretty much the whole team at Dynamic will have had some involvement with these projects at some point and have enjoyed being instrumental in the ongoing success.

The key is to find the opportunity to go above and beyond in a manner that our clients will appreciate and help with their decision making for years to come.

So, there we have it, my guide to building successful client relationships that stand the test of time.

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