Modus operandi

Introduction

Our philosophy is that this is your audit. Each of our clients has a unique need, and our point of departure is on understanding that need, while keeping the focus firmly on improving customer service so as to achieve improved profitability. Our ultimate aim is to make you the supplier of choice in your industry.

Research process

Once you and your team have been convinced of the need to use our services, perhaps as a result of a meeting or a formal presentation, and have made a firm commitment, a typical research process consists of the following steps

1. In consultation with you and your team, we will formulate appropriate questionnaires, after gaining a thorough knowledge of your business, its products and services and the competitive environment within which it operates.
2. Together with you and your team, we will select a statistically significant sample of your customers, taking care to include key customers (We will make our selection using a number of factors - market sector; geographic area; size; 'easy' & 'difficult', etc.) and gathering the following information:
   • Company name
   • Physical address
   • Phone, fax, email
   • Senior contact name
   • Daily contact names
3. Together, we will agree on the interview process, time frame and cost of the audit.
4. Guided by us, you will send an appropriate introductory fax to your selected customers, explaining that this is to be confidential, neutral research aimed at uncovering their true needs & perceptions and finding out their opinion about your company its products and services, in an honest attempt to improve your service to them.
5. We will conduct the agreed survey by making personal and timeous visits by appointment with your selected customers. Interviews will be face-to-face, covering all key points of contact between your company and your customers. Our professional staff will speak individually to the selected interviewees (managing director, financial manager, purchasing manager, buyer, technical manager, technician, production manager, storeman, creditors, receiving clerk, etc.) You and your team will only need to make a special contact with the selected customers if our research identifies a situation requiring immediate action.

Report back process

Once all the interviews have been completed, we will produce a typed report and summary of the customer research. Summaries will be customised according to your needs. We will debrief your management team, suggesting action plans, and will report back to your sales and customer service team, ensuring that your customers' confidentiality is maintained at all times.

Survey follow up process

As part of our follow-up, you will send a letter to each customer, thanking them for their willingness to invest their time to assist you in improving your overall customer service.
Where appropriate, we will assist with follow-up and staff training.

Planning workshop, conference or indaba

In our experience, customer research invariably results in new insights into your business and its competitive environment. As a result of the survey, you may feel the need to rethink your strategy, or decide that you should explore how the company should be restructured to meet your customers' needs. We can assist with the facilitation of workshops, conferences or indabas at any level in the organisation and have extensive experience in this regard.

Getting things done

Frequently, we are asked to assist in the actual implementation plans of our clients. We are an accredited Associate of The Achievement Network, an international network which empowers individuals, teams and companies to get things done. If you and your team would like to build capacity in the area of getting things done while implementing an actual action plan, we can assist here as well.

Follow-up audits

In addition to the research conducted with existing customers, clients have found great value in research with potential new prospects or with customers who no longer purchase goods or services from them. This information and intelligence will help place your business on the path of sales growth and / or reduce the risk of losing further customers.

After the initial research, and once strategic actions have been implemented, many clients require proof and satisfaction that their actions have met with their customers' needs and expectations. As part of our services, we will provide you and your team with follow up audits which are honed to focus on only those areas requiring attention.

Our mutual commitments

• We commit ourselves to confidentiality, to protect both you and your customers.
• The information and content of the customer survey belongs to you; the process belongs to us.
• We will deliver on our promises on time as agreed; you will pay us for our service on time, within five days of receipt of invoice.