06 May Bar None
PostMortem Audits™ came first – before FreshEyes® Reviews. Back when Tenacity started, the urgent imperative was to learn why clients were cancelling and implement corrective actions. This was both a logical and natural response to a pressing problem.
It was only when, during a forensic interview, a client we had recently lost remarked to my partner John, “You know John, if you had been here to ask me these questions six months ago, then done something with the information, you’d probably never have had your contract cancelled in the first place.” Wow! – A blinding flash of the obvious – our own commercialized version of the Damascus Road!
Of course, being the brilliant strategists we are :), we started 3rd party interviews with clients while they were still clients. No longer would we be lulled into complacency by high client satisfaction scores or be proud of relationships that seemed warm and friendly.
Three decades later, the FreshEyes Review process remains so powerful that one of our legacy clients, Fitzgerald & Co., Atlanta, has been investing in it for over 30 years and – like Tenacity – they haven’t lost a client for cause in all those years.
Please take a moment to hear directly from their top executives:
Don’t you love the ending – “bar none!” We do.