Client focus

Bringing excellence to internal or external clients by focusing efforts on discovering and meeting their needs.

Level 1

Responds to client requests

  • Meets client needs by responding to requests efficiently and effectively.
  • Satisfies client and organizational expectations.
  • Explains procedures, policies, and practices.
  • Remains professional, helpful and responsive to needs.

Level 2

Builds positive client relations

  • Contacts clients to follow up on services, solutions or products to ensure that their needs have been met correctly and effectively met.
  • Maintains ongoing communications with clients to anticipate and prevent potential problems.
  • Takes initiative to understand the client through research, site visits, etc.
  • Seeks to understand issues from the client's perspective.
  • Uses a customized and personalized approach, speaking the language of the client.
  • Keeps clients up-to-date with decisions that affect them, and provides on-going feedback.
  • Monitors and keeps track of client progress, performance and results.
  • Fosters and builds client relationships, develops credibility and trust.

Level 3

Evaluates and adapts to client needs

  • Helps clients to clearly define their needs/objectives.
  • Regularly, proactively and systematically contacts clients or prospective clients to determine their needs.
  • Helps clients match their needs with existing services, solutions or products.
  • Identifies benefits for the clients, looks for ways to add value.
  • Looks for opportunities to save money or resources for client.
  • Seeks out and involves clients or prospective clients in assessing service, solutions or products to determine ways to improve.
  • Adapts services, products or solutions to meet client needs.
  • Facilitates solutions for different stakeholders causing clients to take action/generate revenue.
  • Coaches clients and researchers on how to develop proposals and work plans to develop and commercialize products.

Level 4

Fosters a client-focused culture

  • Strategically and systematically evaluates opportunities within a sector, field or area.
  • Seeks out and anticipates future NRC opportunities and client needs.
  • Recommends/determines strategic business direction to meet projected needs.
  • Influences clients/the market by promoting innovations and their value to the client.
  • Influences research and technology being developed by identifying market opportunities.
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