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Once both executives agreed to
participate, it’s important to utilize their
time wisely. The review should focus
on the long-term strategic initiatives
and goals of the client, and how the
relationship is a building block towards
this. Short-term tactical problems should
be omitted.
The topics discussed should concern the
fundamental value that your company
provides to the client and their goals:
>>How does this work fit in to the
broader goals?
>>What value do you provide and how
could that expand?
>>What are the results or obstacles from
the last 90 days of performance?
>>What is the next phase in your work?
>>What activity or deals have happened
within the client sector that you can
share? Context is valuable.
The review should help you form a
strategic plan that outlines goals and
services.
A QBR should help you cement your
relationship with your clients. If you
have an annual or bi-annual contract
that needs to be renewed, regular
reviews have the ability to remove any
uncertainty. The process of the review
will clarify the goals of your relationship
and will demonstrate the value that you
provide.
WHO NEEDS A QBR?
Not every client relationship needs a
review every three months.
Quarterly reviews are generally timed to
follow quarterly business results. Other
milestones may be more important.
Evaluate what regular events in your
relationship with your clients justify
a full review of the relationship and
schedule your reviews around those
events. Also, pay attention to the
willingness of your executives to
engage, as you decide whether every
three months or every six months is the
right schedule.
“QBRs offer a regular health check on the status
of relationship and contract under an agreed
governance and format. In an industry which can be
fast paced and volatile, the opportunity for regular
sights, trends and innovations is invaluable.”
- Caroline Court, Head of Real Estate
East Asia & Oceania, GFCF
A GOOD QUARTERLY
BUSINESS REVIEW
WILL:
Clarify goals and provide
clear metrics of success
Cement your relationship
with key clients
Provide an opportunity
for perspective within the
context of the relationship
and industry sector activity
Identify opportunities to
expand your relationship
“Feedback is so important for all professionals,
but it can be a sensitive matter so planning for
the discussion is critical. The important thing is
to focus on behaviors and outcomes rather than
making things too personal. That said, if someone
has gone above and beyond the call of duty, please
say thank you – being appreciated and feeling
valued is very motivational to anyone.”
- Diane Christensen, Cushman &Wakefield
Head of HR, Asia Pacific
Afford a forum to bring
new ideas to your clients
EMILY GRAY
Executive Director
Global Occupier Services
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