PQQ Secrets: Listening to the voice of the customer

For PQQ responses to have chance of success they need to address the requirements and aspirations of the client and project.

They also need to differentiate from the competition. So when a client organisation presents on how to differentiate at bid stage, you should be on to a winner.

But of course it’s an ever iterative game, and you will need to be better than those who also hear the customers tips for bidding.

At last weeks CSkills Forum in Salford, Urban Vision Partnership presented what they look to as differentiators when marking and selecting PQQ’s, either as direct bids, as part of a consortia or within a supply chain. Urban Vision’s overall remit is to manage, protect, maintain and enhance development within the city.

Key Differentiating Factors:

– Creation of community benefit

– Workforce development

– Added value and innovation

– Environmental performance, eg 14001 and CO2 monitoring

– Health and Safety practices, eg 18001

– An IMS (Integrated Management System) approach to quality, sustainability and safety

How many of these can you honestly tick as being well established, or well in development, within your organisation, to articulate within bids?

Many of these have been part of the construction business improvement agenda for many years now, certainly since Egans Rethinking Construction back in 1998, whilst others are relatively new as Methods of Modern Construction Management.

Through fairsnape we can help with advice or support in these areas, in practice or in bid articulation. Why not have a conversation? You can follow and join me on twitter @fairsnape, subscribe to or share this blog post, or get in touch.

3 thoughts on “PQQ Secrets: Listening to the voice of the customer

  1. Pingback: PQQ Secrets: Listening to the voice of the customer - isite - External Blogs - Construction Blogs & Opinion - ConstructionSpace from CareerStructure.com

  2. Geedra (@GeedraPhotos)

    I would summarize all of your points of differentiation with one question; “How are you going to leverage the unique skills of your firm to add value to this project beyond that which we thought was possible?”
    The firms that can capture the imagination of the their clients’ green aspirations will rise to the top every time. Be a good listener and then use what you have heard as a guide as to where you should direct your pitch to meet, and then exceed, their expectations.


    1. fairsnape Post author

      Rob, I agree with your comments.

      The point here is these are the issues presented by a client to contractors at an open forum, illustrating the need to engage and listen to the voice of the customer.



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