Hi everyone. To close out my series on market and client research, I want to share with you one case study and two anecdotes that, over the course of my career, have left an indelible mark on me.
Case Study: Satisfaction Guaranteed or Your Money Back
We’ve all heard this platitude during infomercials for the latest skillet that makes 500 different meals in a jiffy. But should this apply to professional services? I recently conducted a phone interview on behalf of an ENR 100 firm. The interview — with one of their key clients, a Fortune 500 company — was conducted to elicit opinions on a number of topics and assess their satisfaction with my client. The interview did not go as my client expected, as their client was quite displeased with both the quality of services provided and value imparted. It was clear that […]