Consultancy Skills Toolkit

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          OverviewWorking with ClientsDelivering ProjectsDealing with People

Working with Clients
bullet On Professional Services
bullet What Clients Really Want
bullet How Buyers (can) feel
bullet Clients & Professionals
bullet A Case Example
bullet The Three Ingredients
bullet Managing clients' journeys

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Lindsay Sherwin

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The Three Ingredients of a Service

From the Clients viewpoint, any service has three ingredients, illustrated below:

3 dimensions of service
  • Does The Core Package provide the elements that I want?
  • The Performance - Is it O.K. for Quality, Delivery Reliability, Reaction Times, etc.?
  • The Experience - Are they easy to work with? - Was the Journey good?

From the clients perspective, professionals often tend to overvalue the first, the core, and underestimate the value that clients place on the other two, softer peripheral items. Success comes from delivering on all three.