Who We Work With
We work with business to business companies from a wide variety of industries. Regardless of industry, some problems confront many businesses:
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You are experiencing attrition in your client base. The loss of revenue from these clients has a domino effect on your business. Cash flow is diminished. You lose the resources needed to effectively manage serving your remaining clients. A "survival" mentality takes hold. You make hard choices. Reduce key staff. Curtail non-revenue activities. Morale is lost. Work becomes less fun.
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You are feeling overwhelmed attempting to please a particularly consuming client. No matter how hard you try, there is no pleasing some people. Attempting to meet the demands of a difficult client, you find yourself in a dilemma. On one hand, as we have been taught, "the customer is always right." On the other hand, a consuming client relationship can drain precious energy and resources away from other accounts. How can you balance the demands of a single client against your responsibilities to the rest of your clients?
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You are having a difficult time generating the good will necessary in client engagements to produce referrals. Without clients as raving fans, you expend greater resources in acquiring new clients. Your sales cycle is longer. The clients you do draw aren't as good a fit.
You will be most successful working with us if you have:
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High standards for yourself, your company, and your vendors. You recognize the responsibility you have to perform for your clients.
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Your management style is meritocratic, egalitarian, and fair and open-minded.
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You are action oriented and not afraid of failure.
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You are honest and concerned with the development of your employees, recognizing the return you get in value.
Success Story: Service Turnaround
Problem: A Fortune 100 company needed to correct service issues with a key customer. The customer, if happy, could provide key referral opportunities. However, error and rework rates were over 22%. The customer delivered an ultimatum to repair service or they would seek another vendor! The Fortune 100 company called on Jeff Simon for help.
Solution: Jeff Simon devised a two-part plan. First, identify jobs with immediate need for delivery and/or repair. Second, identify processes that would ensure long-term quality and prompt delivery. Jeff identified the issues and procedures most responsible for errors and delays. He developed a training curriculum for the staff to identify and filter errors before job delivery.
Results: Our client had an immediate and long term turnaround in their service. Their error and delay rate dropped below 0.5%, and they maintained it through the life of the contract. A high degree of trust developed between client and customer. This had a number of significant benefits.
- The customer reassigned the resources needed to manage our clients
past performance to support their own procedural improvement initiatives.
- Within 18 months, our client realized income of over $1.2
million from customer referred accounts.
- And, an ancillary benefit, our client's quality assurance resources were redirected toward pursuit of ISO certification. They attained certification on their very first audit!
Success Story: Getting Off on the Right Foot
Problem: Our client, a Fortune 100 pharmaceutical distributor was suffering a loss of good will with key hospital and pharmacy clients because of poor and inconsistent delivery service. Some pharmacies began to engage competing distributors. Our client needed a professional level delivery service to rebuild good will. They engaged a delivery company, managed by Jeff Simon, to recover lost customer loyalty. Jeff's primary challenge was to provide professional level service with low-skilled craftsman staff.
Solution: Jeff developed a four-part plan to ensure excellent, timely, and professional service. First, identify and interface with key hospital and pharmacy customers. Provide for their needs and timeframes. Second, craft a schedule and training procedures to ensure success from day one. Training emphasized preemption of most common delivery problems. Third, provide efficient oversight procedures. Fourth, effectively and quickly negotiate customer complaints by maintaining open communication with field personnel.
Results: Hospital and pharmacy complaints recorded by client's customer service department were one-third of other delivery companies. Our resolution rate was far better than all other delivery companies engaged by client. Company managed by Jeff Simon enjoyed a four-fold increase in business with client over next two year period.
List of Clients
Jeff Simon has effectively managed information for closely held companies, Fortune 500 corporations, and government entities. Among our past clients you might recognize:
- Boeing
- Cardinal Health
- Delta Dental of California
- International Space Station
- Arco
- Comcast
- State of California
- Chrysler (now DaimlerChrysler)
