In many ways the survey is the heart of the sales activities for the consulting firm. Keep in mind that, for many firms, money is made from paid consulting hours and that everything done before that likely loses money. As a result, pressure is on the analyst to convince you that you would benefit from the firm's consultants. (The less you pay for the survey, by the way, the greater the intensity of the sales effort.)
Convincing people is part factual, part interpersonal rapport and, in large part, emotional. Buying decisions are often emotionally based and later rationalized through facts. Don't let this trouble you. It is natural. Remember that only you can make the decision to proceed passed the survey and only if you believe you will benefit from consultants installing solutions.
The survey area will take up multiple postings. It is that important. So, let us start.
Your analyst(s) will arrive on the date and at the time specified to hold an initial conference with the decision factors (you and the people you rely upon when it comes to making serious decisions). During this meeting, in addition to introductions, you will typically learn and or share:
1. Some additional history about the consulting firm.
2. How they conduct business and, often, the invoice for the survey.
3. Details about the consulting agreement, should you decide to go forward.
4. Key concerns you and your key people have about: sales, operations, administration and profitability followed by one of a series of calls to the home office to keep them on-board with this project.
5. A tour of the facility with introduction to key people.
6. Creation of a letter informing your people about what is happening.
7. Setting up meetings with people at all levels of the organization and in each department.
8. Review of key financial and operational information (yes, P & L statements, balance sheets and the like).
9. Follow-up/progress meetings to keep you informed.
10. Homework assignments which could be fulfilled in the office, at home, or both. Homework will be reviewed with you.
11. A findings meeting to summarize the results in all areas with emphasis on the hot spots, and to reaffirm your recognition of the problems and the urgency called for devising and installing remedies.
12. Offer of a consulting project to resolve the hot spot issues.
13. Introduce you to the home office executive responsible for the survey and for passing a project on to the consulting group.
The more information you are willing to provide, the better the analysis. Cooperation is critical and, if you are serious about gathering ideas for improvement, results will be directly proportional to the quality and quantity of input you provide to the analyst.
Beginning with the next post we will delve into the individual points identified in this post for the survey.
Tuesday, February 2, 2010
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