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________________________________________________________________________________________
American Consulting
Engineers Council
Volume XXII, Number 3 February 9, 2001
1015 15th Street, NW
Washington, DC 20005
202-347-7474
Fax
202-898-0068
www.acec.org
E-mail acec@acec.org
Francis George, Editor
___________________
ACEC
Means
Business
How Important Is Service to Your Clients?
When clients make their selection of a consulting firm, they weigh a variety of factors. In an on-going research project conducted by The BTI Consulting Group, Inc., of Boston, there were five factors managers were asked to rate by importance in the selection of a consulting firm:
1. Prior experience or references
2. Price
3. Client
service
4. Technical skills
5.
Understanding a client's business
The responses from 1991 to 1996 show that client service has clearly emerged as a decisive factor in the selection process. It doesn't mean these other factors aren't important; in fact, they are expected. They get you "in the door." It does mean that client service performance-customer service-is an opportunity to distinguish your firm and is a source of competitive advantage.
"I can pick up the phone and call six firms that
want our work...it's service that is critical."
BTI also asked 531 industry buyers of engineering services "Why do you change vendors?" Their overwhelming response was "poor service." From these results, we now know we get hired for our service and we get fired if we don't deliver service.
The Forum Corporation is a consulting firm that helps companies create a client-focused approach. Its research on why customers change suppliers is revealing. Its research of major companies in manufacturing and service industries serving business and consumers found that by a ratio of 3:1, the reasons for customers changing vendors were issues of service, not the products or price.
Excerpted from Clientship: Building Client Service Bridges to Profitability, by Michael Kennedy and Steve Greenberg. Clientship is available for sale through the ACEC Bookshop #LW-312, $49 members, $69 non-members, $4 s/h. Orders should be sent to ACEC, FAX (202) 789-7220, or e-mail, publications@acec.org. Please include your Mastercard, Visa, or American Express number with the expiration date, contact name, firm name, street address, phone number, and e-mail address.
2001 "Academy Awards Of Engineering"
in
DC Join
your engineering colleagues at the black-tie gala celebration of
ACEC's annual Engineering Excellence Awards. ACEC will host an
elegant banquet on March 13 in Washington, DC, in conjunction with
Consulting Congress Day, to spotlight the engineering
accomplishments of ACEC's member firms. Contact Daisy Nappier (dnappier@acec.org) or Susan
Courtney (scourtney@acec.org) at
ACEC.
Representative Albert Wynn (D-MD) is expected to reintroduce
legislation that would ACEC is renewing the fight and has already written to
Congressmen who co-sponsored the bill, urging them to not sign on again;
similar letters went to freshman members. The message is simple: TRAC
would virtually shut down the government and increase
taxpayers'costs. Besides halting federal outsourcing, the bill would freeze
current contracts while agencies determine whether government itself
could perform the work at a lower price. Numerous General Accounting
Office (GAO) reports have consistently shown that privatization
saves money. Battling government competition in general, and TRAC in
particular, remains one of ACEC's top legislative priorities. "We'll continue proactively combating any legislation that
threatens members' interests," says ACEC Vice President Bill Howard,
who represents the Executive Committee on both ACEC's Professional
Procurement and Federal Agencies Liaison Committees. "But our
members' participation in Consulting Congress Day (CCD) in
Washington is also crucial. Congress needs to hear from us and see
us, face to face." ACEC's Business Insurance Is Rated
Highly The ACEC Business Insurance Center (BIC)
recently compiled the results of its annual Customer Satisfaction Survey, which
focused on key customer service issues as rated by 350 participants
in ACEC's Business Insurance Plan. According to the survey results,
the plan continues to provide competitive premiums and exceptional
service (see graphs), as well as an all-lines dividend
feature, to its 1,100 insured ACEC firms. "Our low staff turnover rate is a major contributor to these
pleasingly high ratings," said Business Insurance representative
Marla Berger. "Our insured firms like the fact that they can often
deal with the same customer service rep. over a long period of
time." For a business insurance quotation, call
1-800-338-1391. Bush Transition Is Beneficial to
ACEC ACEC has participated in Bush-Cheney presidential transition and
inaugural activities over the last 3-6 weeks to build strong
relationships and ties to new Administration officials and leading
congressional members. ACEC has become well positioned with key
business-related policymakers, as a result. Among several inaugural activities ACEC was involved in was a
pre-inaugural breakfast for the House of Representative's Chief
Deputy Whip Roy Blunt (R-MO), which Jacobs Engineering
cosponsored. "With these strong ties in place, the Council is in a position
not only to move our members' agendas but also stifle challenges and
threats to the industry," said ACEC Director of Government Affairs,
Jack Kalavritinos. ACEC has sent its views on workplace and labor issues to the
Department of Labor, worked with the transition office on efforts to
support the elimination of the estate tax, and informed Office of
Management and Budget Director Mitch Daniels of ACEC's views on
outsourcing. During a recent meeting sponsored by the Construction Industry
Round Table, ACEC and Washington representatives of member firms and
other associations pledged to continue to work on the new
administration's transition personnel issues. In related news . .
. . . . House Committees Are Reshaped Tom Petri (R-WI), who was thought to be term-limited out of his
position at the old Ground Transportation Subcommittee, will head
the newly formed High-way and Transit Subcommittee. Petri
successfully argued that the creation of a new subcommittee (in more
than name) should mean that the "term-limit clock" should be reset
at zero. The Highway and Transit Subcommittee was created when rail
issues were stripped from the former Grand
Transportation Subcommittee. Rep. Jack Quinn (R-NY) will head the
new railroads subcommittee. Rep. John "Jimmy" Duncan (R-TN) takes over at the Water Resources
and Environment Subcommittee, with John L. Mica (R-FL) piloting the
Aviation panel. The newly named Economic Development, Public
Buildings, and Emergency Management Subcommittee will be lead by
Rep. Steven C. LaTourette (R-OH). Rep Frank LoBiondo will steer the
course for the Coast Guard and Maritime Transportation subcommittee,
while the old Oversight Subcommittee was disbanded. Its job will be
handled by the full
committee. ACEC Launches Hall of
$avings ACEC's new Hall of $avings program is designed to
save ACEC members money and to enhance their membership. Through
partnerships with many reputable businesses, ACEC now helps you and
your business save money while receiving top-quality products and
services. You can select from diverse vendors many of whom provide
the all-important expense tracking feature. Current vendors include: · · · · · · · · · · · · · ORDER high-quality products and services! SAVE time and money
with excellent discounts! TRACK your monthly expenses! Contact:
Carole DeLong (cdelong@acec.org) at ACEC or visit www.acec.org. Upcoming Events . . . Feb. 25-27, 2001 Mar. 12, 2001 Federal Markets Conference - Mar. 10-12, 2001 ACEC Spring MO Leadership Summit
CCD/Federal Markets
Seminar/EEA Gala Hotel Reservations: The Loews L'Enfant
Plaza has extended the cut-off date for reservations to Monday,
February 12. Call 800-635-5065 to receive ACEC's discounted rate of
$205 single/double. The rate will increase after Monday.
The following editions of the Last Word
are available online, to retrieve a particular issue, choose the
date from the drop down box below, and click "Go Get
It!"
prohibit federal agencies from
contracting-out. Euphemistically titled The Truthfulness,
Responsibility, and Accountability in Contracting (TRAC)
Act, but more accurately dubbed the "Government Shutdown Bill,"
the measure was defeated in the 106
Rep. Don Young (R-AK), the new chairman of the Transportation
and Infrastructure Committee, has announced his choices to head the
panel's subcommittees, and several are ACEC friends.
CEO Business Retreat - Hyatt Sarasota - Sarasota Bay,
Sarasota, FL. For more information, visit www.acec.org
or call ACEC's Education Department (202-347-7474).