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Once both executives agreed to
participate, it’s important to utilise 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 behaviours 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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