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Commercial Attitude Self-Assessment

Sweco Group - Engineering Excellence

1. Client Satisfaction

How often do you proactively seek feedback from clients during a project?

Always - I regularly check in and ask for feedback at every milestone

Often - I seek feedback at key project stages

Sometimes - Only when I think there might be an issue

Rarely - I wait for clients to come to me

Never - I focus on technical delivery only

When a client expresses dissatisfaction, how do you respond?

I listen actively, acknowledge their concerns, and create an action plan immediately

I listen and work to resolve the issue promptly

I try to explain our position and find middle ground

I get defensive and justify our approach

I feel it's their problem if they don't understand our technical work

2. Delivering Bad News

When you need to inform a client about a project delay, what's your approach?

I inform them immediately with the problem, impact, and proposed solutions

I tell them as soon as possible with an explanation

I wait until I have all the facts before communicating

I delay telling them and hope to catch up

I avoid the conversation as long as possible

How do you frame bad news to clients?

I present the challenge, its impact, and 2-3 solution options with recommendations

I explain the issue and offer potential solutions

I state the facts objectively

I emphasize external factors beyond our control

I focus on why it's not our fault

3. Handling Complaints

A client complains about the quality of deliverables. Your first reaction is:

Thank them for the feedback and ask specific questions to understand their concerns fully

Listen to their concerns and review the work objectively

Check if their complaint is valid against the contract

Feel frustrated that they don't appreciate the complexity

Argue that the work meets specifications

How do you follow up after resolving a complaint?

I follow up to ensure satisfaction and implement learnings to prevent recurrence

I check in to confirm they're satisfied with the resolution

I move on once the immediate issue is fixed

I consider it closed after we've explained our position

I avoid bringing it up again

4. "Yes We Can" Mentality

A client asks for something outside the original scope. You:

Explore how we can accommodate it, discussing options, timelines, and value

Look for ways to help while managing expectations

Explain that it's out of scope and requires a change order

Point out why it wasn't in the original agreement

Say no, that's not what we agreed to

When facing a challenging technical problem, your mindset is:

This is an opportunity to innovate - let's find creative solutions

We'll figure it out - there's always a solution

We'll try our standard approaches first

This might be too difficult or risky

We should stick to what we know works

5. Commercial Assertiveness

When discussing additional services with a client, you:

Confidently present the value proposition and benefits to their project

Clearly explain what we can offer and why it's beneficial

Mention it if the opportunity arises naturally

Feel uncomfortable bringing up additional costs

Avoid sales conversations - that's not my role

How do you approach identifying opportunities for Sweco during client interactions?

I actively listen for client needs and connect them to our services throughout conversations

I look for ways we can add value to their business

I focus on delivering the current project well

I wait for them to ask about other services

I focus purely on technical execution

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