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Consulting and Customer Service

Send Customer Satisfaction Survey #1

You've completed a successful consulting engagement. A customer service survey is a chance to extend your relationship, create goodwill, and receive testimonials to use in future sales and marketing efforts. I once bought a used BMW and was surprised to receive phones calls after each oil change to determine my satisfaction with their service. The service was priced at 200% of Grease Monkey fees, but I continued to use the dealership because of their superb customer service.

In this case, my consulting produced a job offer for this KPMG alumnus.

July 14, 20-

Susanne Baker
6082 So. Glendale Court
Littleton, CO 80121

Dear Su,

I'm so pleased to hear about your new career. It's so very exciting to find you in a field with so much growth potential. And I know your skills will work beautifully to bring you success. I think you can be an inspiration for some of the other KPMG people, some of whom aren't quite as fortunate.

I'm sending along a client profile form. It would help me if you would fill it out. It gives me feedback about myself and also is a useful marketing tool to promote my business. If this format isn't personal enough, you could simply write me a letter expressing your feelings. Perhaps you could put it on your new letterhead.

I expect us to remain good friends. Simply because you have finished the program, I don't consider our relationship over. I expect to take a continuing interest in you, in your family, and in your career. And I expect for us to stay in touch.

Normally I send a plant to KPMG "graduates," but I'm going to wait until you're resettled in Houston (so you don't have to move it).

Call me when you're back in town.

Sincerely yours,

William S. Frank

WSF:kam
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Consulting and Customer Service

Day-to-Day Operations

25 Reasons I love consulting.
by William S. Frank

Brand. You are your own brand, and you can define it any way you want. For many years, I provided outplacement to the ex-employees of Schlumberger, the world's largest oilfield service corporation. When departing employees left the company, they didn't request outplacement in their severance package. They said, "I want Bill Frank."
Demand. The world will always be full of terrible problems that need solving.
White Hat. I can be a helper and get paid for it.
Pay. I can be paid to do things I'd gladly do for nothing.
Variety. Every day is different.
Happiness. At this stage of my career, I only work for people I respect and care about. If a client micromanages me or is otherwise no fun, I complete the assignment and replace them.
Talent. I'm using 110% of my talents and stretching myself to the max.
Change. I can change my focus any day I want. If you're a McDonald's franchisee, you don't say, "Hey, I've got this great idea for a meatball sandwich—let's try it out today." In consulting you can adjust your focus hour-by-hour, as long as your clients still understand and appreciate what you do.
Income. No one else would pay me as much as I pay myself.
FUN. I can't think of anything I'd rather be doing.
Retirement. I can write and consult as long as I am physically and mentally capable. Peter Drucker worked into his 90s, and when asked which book was his best, he said: "My next one."
Job Security. Although clients come and go, no one can come into my office and say, "Pack up your stuff . . . You don't work here anymore." In 29 years, I've only had one employer: ME.
Travel. I don't have to travel unless I decide to. I travel if it's both FUN and profitable—or at least FUN.
Commute. I live five minutes from my office, a corner office in an upscale six-story tower. In winter, I leave a heated garage at home and drive to an underground heated garage at work. There's seldom time to hear even one song on the radio.
Vacation. Consulting is more fun than vacation (except on Wailea Beach in Maui).
Friends. I have developed hundreds of close acquaintances and several lifetime friends.
Time. I can work as much or as little as I like: four-hour days or 18-hour days. (Of course, my income will reflect that.)
Employees. I can work with employees, subcontractors, partners, or alone—I've done it all.
Passive Income. I've developed several products that provide "mailbox money." I earn while I'm sleeping.
Ethics. I've never had to violate my values or personal code of ethics. I've never had to lie, purposely deceive or harm others, or promise things I can't deliver. I go to bed with a clear conscience. That doesn't mean there's never any conflict. But the conflict is conducted according to generally accepted business practices.
Virtual. My career is fairly portable. With the Internet, e-mail, cell phone, and FedEx, I can work nationally, even internationally from my office—or anywhere in the world.
Purpose. I make a difference in peoples' lives every day. I see it in their faces, hear it in their voices, and read it in their thank-yous.
Experience. Every painful or joyful life experience makes me a better consultant. So does every person I meet or book I read. Grey hair can be good in consulting.
Structure. I have to work very hard, and the clients expect superb results—but I get to structure my days, weeks, months, and years.
Boss. Most of the time, I love my boss.

As I was posting these letters online, I realized I want to communicate my love for consulting. It's just a great business. The single letters, taken together, may create a picture of enjoyment, but in a burst of creativity I listed some of the reasons consulting is such a good fit for me—and perhaps for you, too. They are not prioritized; this is just how they came out.