The Quarterly Review meeting

Why do it?

The quarterly review meeting is a vital and valuable part of the FACEit retainer service. Here are

just some of the benefits for you and for your clients...

For the client the meeting gives them an opportunity to:

� Talk through any minor staffing issues which haven’t yet become serious enough to

prompt a phone call or email to you.

� Avoid minor issues developing into time consuming and stressful major issues.

� Discuss upcoming staffing issues or business plans which may have staffing implications

to ensure they are aware of everything they need to know about or do.

� Feel they are getting value for their monthly or annual payment even if they haven’t

asked for advice in the previous quarter.

� Talk about how they are finding the service.

� Ask about new policies/forms or changes to policies/forms.

For you it gives you the opportunity to:

� Reduce your workload by finding out at the earliest possible opportunity about issues or

potential issues, thereby avoiding possible development into serious, time-consuming HR

challenges.

� Maximise the chance of the client renewing by demonstrating the value of having you on

retainer and solidifying your relationship with them.

� Further developing your understanding of the business.

� Notify the client of any upcoming legal changes and discuss the impact of those on their

business.

� Make plans for any amendments to policies or forms that may be required as part of legal

changes or business changes.

Conducting an effective quarterly review meeting

1. Make sure you schedule the meetings in well in advance.

You should have a record on your client spreadsheet of when you have made quarterly review

visits and other site visits. Check this regularly to make sure you keep up with quarterly reviews,

and you could also set reminders on whatever calendar arrangement you use.

2. Prepare

Before the meeting, schedule in time in your diary to prepare. It doesn’t have to be long, but

ensure you familiarise yourself with what issues the client has sought your advice on previously,

what policies they have which may need updating or reviewing, how many staff they have, and

any other information pertinent to them. You are going to demonstrate your value at this meeting

and part of that is showing that you have a good understanding of their business.

3. Get the client to prepare

This doesn’t have to be onerous, but when you are booking the meeting, or a few days before if

you booked it well in advance, just remind the client to have a think about any ongoing or

upcoming issues they may want to discuss with you.

4. Demonstrate value

The key is you need the client to go away from the meeting feeling as though they’ve had tangible

benefit from it, rather than it being a box-ticking exercise. If they come to you with issues they

want to discuss, you can demonstrate your value by proposing solutions, identifying issues they

may not have thought about, and relaying examples of your previous experience so that they feel

pleased they will have access to you as the issue develops.

You can also demonstrate value by updating them on any legal changes or other HR news that will

or may affect them, giving more value than they’d get from other news sources by identifying

exactly how their business may be affected and identifying the best solution for them.

If there are no legal changes and they have no issues, upcoming plans or updates on earlier issues

to discuss with you, you need to prompt discussion. You can use other clients to do this. An

example would be “I’ve had a lot of feedback from clients recently that they are struggling with

recruitment, are you managing to find good candidates?” Or “I’ve had several social media-related

disciplinaries to deal with recently, do your staff use social media?”

You can offer training for managers, if an issue has come up which is the subject of one of our

pre-prepared manager seminars. This is an opportunity to increase your income as these seminars

are all chargeable on top of FACEit.

You can also demonstrate value by following up the meeting with one of our many managers

guides, relevant to the discussion you had.