Achieving the “Wow Factor” in a Consulting Firm

One firm that specializes in providing consulting services related to energy planning does something that is very impressive. They tell their customers that they can call anyone in the firm, from the CEO on down, if they have a concern or question about their project. This policy impressed customers but seemed to introduce chaos into customer relations.
In my projects, I always insist on a primary contact point inside the customer along with providing one from our end. This maintains some control on the project especially during the initial start up phase. Later on people form relationships and both sides become …read more