How We Work
 

We value our partnership with our clients. We promise to stay focused on meeting your objectives and delivering great service. Our Six-Step Service Process ensures that everyone involved shares the same goals, and everyone, both clients and our service team, is working effectively together.

 
Our Six-Step Service Process

  1. Mutually defined project goals and clear, measurable deliverables.
    Before we engage in a project we take the time to work with our clients and the service team to define the project goals and clearly state what the deliverables will be. These are connected to a specific timeline and everyone knows their responsibilities. We put these in writing and review them with our clients so there are no misunderstandings.

  2. Project price set.
    Once the goals and deliverables are defined, we set a firm price for the project. This price is based on the value our clients place on the project and includes all professional services, travel, and office support. No surprises.

  3. Project team selected.
    Based on the project goals and pricing, we assemble a team of service providers uniquely qualified to achieve our clients' objectives. We believe in a team approach to our work; that multiple perspectives and skills are always better than a single service provider. In addition to our staff of researchers and project managers, we partner with other independent consultants and firms to bring the best possible combination of expertise to the project. And we manage the work of the team to make the process effective for our clients.

  4. Project orientation.
    We believe that attention to detail at the start of a project ensures a more successful outcome. Every project begins with an orientation meeting of the client and the project team to review project goals, timeline, responsibilities, and to collect background information to help our team hit the ground running and our clients feel confident in the work process.

  5. Communicate regularly throughout the project.
    We regularly communicate our progress on every project. We set up an on-line work space where our clients and team members can communicate, share documents, and track progress. We report on project status at least bi-weekly. We have one simple communications rule for all of our team members: if any team member communicates with the client, every team member gets an update. We all take responsibility for good project communication.

  6. Check on our work.
    At the conclusion of every project, we invite clients to give us feedback via a secure, on-line survey. Good, bad, or indifferent, we want to hear about our service from our clients' perspective. We can only learn and grow if we continually have this important input from our clients.