Back in the 1970s, I was introduced to the phrase “client maintenance,” when the consulting engineering firm I worked for was revisiting how the company remained in contact with past clients. At the time, we had a roundtable discussion on “How can we better and routinely communicate with past clients?” The results of our quality control initiative still apply today as much as they did back then.
At the time, we did not want to jump to the solution as we saw it and instead spent time collecting pertinent data so we could come up with a sustainable solution plan.