Consulting Services

Corporate support departments are often a low priority for an organization, which means budgets, headcount, and respect can be a struggle. That’s where we come in: We help service departments evaluate, promote and communicate their value so they get more of what they want.

Our consulting projects get your good work recognized and your contributions valued. Contact us to find out if we can help you with:

When you want a strategic partner from your service supplier, you will need more than their copy-and-paste proposals. We write and develop RFPs that illuminate suppliers’ thinking and commitments. This gives you greater insight and more confidence when selecting suppliers for long-term service contracts. We also develop Scenario-Based RFPs for a non-traditional approach that digs even deeper into suppliers’ rationale and thought processes. We:

  • Write RFPs for corporate security & facility services that focus on your department’s goals & desire to understand suppliers’ proposals
  • Develop weighting/rating scales & scoring tables that enable you to select the best suppliers proposing
  • Craft & include scenarios in RFPs that reflect your service outcomes & expectations based on guidance from you & your subject matter experts

To communicate the value your department provides up the food chain, and validate your performance requires a comparison to other like firms and/or departments. Benchmarking qualitatively and quantitatively provides you that information to make your case.

To comply with corporate policies and procedures, support departments rely on a mix of mandatory and voluntary participation from their peers and fellow employees. And the main driver to attain that participation is by enhancing the Customer Experience (CX) of your peers and fellow employees. If your department doesn’t know who it is, or what customers think about it, then you’re lost in the fog. We provide:

  • Qualitative research to validate departmental performance & practices with like peers
  • Live interviews to reveal the Voice of the Customer  & define “The Promise You Keep” with stakeholders
  • Your service brand in actionable tools & help you shape your Customer Experience towards a culturally aligned, intentional & valued one

How fast are you going, or how far? Without Service Level Agreements (SLAs) or Key Performance Indicators (KPIs), assessing performance and holding services suppliers accountable is a wild guess at best. We:

  • Design SLAs & KPIs based on the vital few metrics you need to communicate expectations, trigger consequences, and/or dole out rewards
  • Focus on the few manageable metrics that give you the right info to assess performance appropriately

How do you prove your services are valuable, or that they were delivered at all? By their nature services are intangible, which means your leadership may have serious questions for you. We:

  • Develop compelling presentations that include meaningful service results based on your direction
  • Train you in presentation best-practices so that your performances add to, rather than detracts from the news you have to share

How can fellow employees and peers comply with your departmental policies or procedures, or participate in your programs? Service success is dependent on their voluntary participation, without it you’re dead in the water. Our facilitated consultation:

  • Inventories & prioritizes your service programs
  • Coaches your team through design & development of events that promote, communicate & enlist customer audiences
  • Designs an implementation plan that rolls out according to your production schedule
  • Augments your available in-house support resources.

Strategic plans for more than 1-year are no longer considered the essential they once were. However, with a plan, how would your managers (above and below you) know what you’re trying to do? Without a plan and goals, there’s no understanding, accountability, or baseline from which to show improvements. We:

  • Collaborate with you & your stakeholders to define your long-term purpose into planning guides
  • Facilitate action plans that implement strategic improvements & make tangible progress