Tenacity Commandment #6: “When People Change, Everything Has The Potential To Change” (Part 1) Some well known sayings just kind of finish themselves: “When the going gets tough …” “The spirit was willing, but …” “Drive for show, putt …” (Non golfers excused) You get the idea. This phrase, in...
Commandment #5: Client Retention Is Not An Event, It Is A Daily Process We’ve all heard the terminology; “Flavor of the Month”, etc. Once management acquires a reputation (internally) for managing this way, i.e. constantly shifting tactics (or worse – shifting strategies) – they risk losing...
Tenacity Commandment #4: “Always Protect Your Client’s Interests” Sometimes the smallest pronouns really mean a lot. At Tenacity, we can’t avoid the moniker of “consultants” when we describe what we do, so we make every effort not to act like consultants when we engage the work...
Tenacity Commandment #3: Expect Your Client To Have Expectations You Didn’t Expect They Would Have. The third of the original Ten Commandments instructs us not to take the name of the Lord in vain. That can be a particularly difficult temptation when a client expectation surfaces...
Starting the Contract – Or Not Tenacity Commandment #2: “Start the contract according to the client’s expectations.” The second commandment given to Moses was all about idolatry. (God is against it, of course.) It’s really easy for we humans to worship the wrong things. But in the...
The 1st Commandment 1. Client retention begins with the “Right Clients” under the “Right Terms” The first two commandments given to Moses were about defining the relationship God expected to have with His people. In like manner (but admittedly less earthshaking), Tenacity’s 1st commandment of client...
The 10 Commandments In Exodus 20, Moses ascended Mt. Sinai, spoke directly to God, and returned with the sacred laws by which God’s chosen people, the Israelites, were to live. In Philadelphia, Pennsylvania, approximately 3,500 years later, my partner John Gamble, painstakingly, observed the common behaviors and...
It’s Not Just About the Client’s Expectations Expectations are immensely powerful. The provider’s ability to consistently meet and exceed the expectations that the client brings to the new relationship is the key driver of value. Committing to a process driven methodology of eliciting these expectations, refining...
Understanding Expectations Is NOT Enough! If you’ve been reading along with this Blog, you know how passionately we feel about the importance of understanding the client’s expectations, making them corporate, prioritizing them and creating a work plan to exceed them. Before we go to work, however,...
You’re Always More Important Than You Think We often hear from our clients that they feel a need to penetrate higher up in their client’s Web of Influence® i.e., to have better access and stronger relationships with the more senior decision makers in their client’s organizations. We...