You have a company meeting to discuss an idea, solve a problem or choose a service provider. You put the topic on the table and wait for reactions. Deb says, “I don’t see that working very well.” John says, “OMG that’s a great idea.” Margo says, “What if we do it this way?” This is … Continue reading You see this in every meeting, right?
The way I see it, you do not deliver value in every hour of intellectual knowledge work. Not because you’re dishonest or unethical. But because the value and IMPACT of intellectual knowledge work does not unfold in neat 60 minute increments. It unfolds in bursts, in front of your computer, in your car, … Continue reading How does hourly billing make sense?
Clients have to climb each step on the way to success. This man is missing this point. He’s looking at the top of the stairs, as if to say that “success is mine only when I reach the top.” You know that the top is reached by achieving success on each and every step. As … Continue reading Are Your Fees Growing as Clients Climb Each Step?
The sun is shining, the white sand beach is lulling you into deep relaxation. Someone comes by offering you a life jacket, just in case. You wave them away, no need for that. A bit later, while you’re out in the ocean, a storm suddenly whips up. The shore seems far away. “I wish I … Continue reading Are You a Critical Life Jacket to Your Clients?
In July 1973, the New York Mets were in last place. During an emotional team meeting, pitcher Tug McGraw jumped up and shouted “ya gotta believe!” That became the rallying cry for the team and the fans. It—and some great playing!–took the Mets from last place to the World Series in 1973. With three simple … Continue reading “Ya Gotta Believe”
“When is the right time to discuss fees, Susan?” my client asked. He called after a particularly frustrating conversation with a prospect that started well and then went south. “What is your rate?” the CEO asked, as the call was ending. The compliance firm CEO hemmed and hawed and finally blurted out that the firm … Continue reading When Is the Right Time to Discuss Fees?
The goals of productivity and efficiency cause such severe problems that I’ve put the bottom line up front: productivity, efficiency and standardization are profit killers. You must reframe them. Reframe productivity and efficiency Use evocative language to describe how your firm delivers life changing impact. Use these descriptions in every conversation with clients. Make this … Continue reading What If Productivity Does More Harm than Good?
Where does inspiration come from? Sometimes it’s literally right in front of your nose (or your dog’s nose) as I learned last week. My dog trainer suggested that instead of luring my boy Rollie with a treat in order to get a specific behavior, I reward him after he does that behavior. She said “Susan, … Continue reading Are You Luring Clients or Rewarding Them?
An imposter is someone who pretends to have knowledge and expertise that they don’t have. They use hourly billing because they don’t have any basis for accurately predicting the IMPACT they deliver. You’ve been developing your expertise and delivering results for years. You know how to do this! Have you ever said you can’t do … Continue reading You’re Not an Imposter – Stop Acting Like One!
How many times have you heard or said these comments about discounts? “The firm across town does the same work for a lower rate.” “I can’t afford that much.” “We only do business with companies that give us a discount.” “Get twenty-five percent off the first project!” “We can’t charge that client so much, so … Continue reading Discounts Always Bite You