…And you’ve proved that expression to be absolutely true.
Feedback from a client recently to describe the value they get from Robertson Fox.
It’s a delicate balance. You pay a price for a service and in return you get value; and the client is always in control of that because it’s their perception based on their needs.
Our work together is with the Executive Management Team and at that level the work is truly bespoke. The requirement is for a strong facilitator with commercial experience, rather than for training.
It wasn’t just that the feedback was good to hear; it was evidence that my value could be measured and that there is a clear differentiation between our work with top teams and that of senior and then middle management.
The value is maintained at whichever level we are working of course, and that has to be consistent otherwise you dilute your brand. Nevertheless, company requirements at each tier of management are going to be different.
Given the fluidity of the markets we operate within, it is so important to be flexible and adapt the work you’re doing to closely match client need.
Whichever industry you are working in, people will engage with your services based on the relationship you have with them and the ‘know, like and trust’ principle. They won’t necessarily know in advance the value they’ll get from investing in that service; so from the start there needs to be a level of trust that you can deliver.
When clients do evaluate they are asking “Is this what we anticipated we would get at the outset?” and “Have we received more than we expected?”
Remember, it’s our job to monitor service delivery and measure client outputs continuously; so that they can focus on reaping the benefits of their investment.
The end result is a lasting working relationship which is both enjoyable and productive.