More Candid and Complete Communications – "Client personnel quickly warm up to Bruce, telling him almost anything the firm wants to know, along with bringing up anything else that is on their minds," observed a senior partner in a Big Four accounting firm. For example, at the conclusion of his interview, a General Counsel admitted, "If it weren't for this interview, I wouldn't have said all that I said."
Positive Impression on the Client – A Group President stated, "This interview is a great testimony to the fact [the Firm] cares about [our Company] and – even though they are doing well – they still want to improve." Another executive added that he was impressed that the sponsoring firm would "pay for someone with [Bruce's] stature to conduct the interview."
Decreased Partner Defensiveness – According to the head of a firm's financial institutions practice, Bruce's "non-threatening" style results in partners' "confiding in him regarding their most difficult client service issues" and encourages skeptical or fearful partners to get involved.
Improved Client-Handling Skills – From a Relationship Partner for a global bank, "I've gotten many valuable insights from Bruce that you just wouldn't get from others. Bruce understands our business and more importantly, perhaps, appreciates our culture. He knows what has worked well with other clients in order to resolve particular client service issues. He's completely trustworthy, discreet and extremely professional. I've used Bruce to bounce off ideas even a year or two after the interviews were conducted. I've always found him a good source of advice."
Increased Partner Initiative and Follow Through – The feedback that Bruce brings back includes the "detail that gets partners' attention and incites action." And his very complete written reports synthesize these specifics into prioritized action steps that client serving teams can follow and firm management can monitor – and that function as de facto Client Service Expansion Plans.
Expanded Revenues – "You made us millions," is what more than one of Bruce's clients have said. And his interviews often surface undetected opportunities and can result in spontaneous invitations, such as the client requesting, "The Firm should market me more."