Last Word


________________________________________________________________________________________

American Consulting
    Engineers Council

Volume XXII, Number 7
April 13, 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

What Are Service Guarantees?

When the bank says it will pay you $5 if you have to wait in line more than 5 minutes, that’s a service guarantee. When Federal Express says, "Absolutely, positively by 10:30 or you don’t pay," that’s a service guarantee.

Service guarantees are promises made to clients that have explicit consequences for the vendor if performance is not as agreed. You are familiar with performance guarantees in construction projects where contractors are penalized for failures to complete phases as agreed. Consider using service guarantees as a way of differentiating the commitment of your firm from that of other firms.

Effective service guarantees have the following characteristics in common:

  • The performance being guaranteed is important to the client.

  • You can objectively track your performance for the guaranteed service.

  • You are willing to offer guarantees with meaningful consequences.

  • You are willing to suffer the consequences without hesitation.

  • Repeat: You are willing to suffer the consequences without hesitation.

  • I say again, you are willing to suffer the consequences without hesitation.

Get the point?

Excerpted from Clientship: Building Client Service Bridges to Profitability, by Michael Kennedy and Steve Greenberg. Clientship is available for sale through the ACEC Bookshop (as publication #LW-312; price is $49 members, $69 nonmembers, plus $4 shipping and handling). Orders should be sent to ACEC, fax 202-789-7220, or e-mail, publications@acec.org. Include your Mastercard, Visa, or American Express number with the expiration date, contact name, firm name, street address, phone number, and e-mail address.

What Has ACEC Done for Your Firm Lately?

Go to www.acec.org to review a wide range of recent ACEC activities and accomplishments that provide bottom-line benefits to your firm—thanks to the active participation of the Council leadership and the support of our Member Organizations.

"Who Wants to Be a Millionaire?"
ACEC member Kevin Olmstead wins largest prize

Ann Arbor environmental engineer Kevin Olmstead, of ACEC member firm Tetra Tech, won $2.18 million on ABC’s ever-popular Who Wants to Be a Millionaire on
the show’s April 10 broadcast. ABC claims it is the biggest quiz show prize in network television history.

Attributing his knowledge of the final question to his lifelong fascination with engineering and its history, Olmstead won the jackpot for correctly identifying Igor Sikorsky as the inventor of the first mass-produced helicopter. It was a lucky break, since he had already used all three of his "lifelines" at that point and was anticipating a pop culture question, according to an April 11 AP story.

No foreigner to game shows, Olmstead, 42, had won nearly $27,000 as a Jeopardy! contestant in 1994. Since last July, only eight Millionaire contestants had reached the final top-level question, but they all chose to take their $500,000-winnings rather than risk a wrong guess and lose all but $32,000. No slouch at math, Olmstead calculates he will net $1.2 to $1.3 million after taxes.

SEI Is "Training Program of Choice" for ACEC

A/E firms that have participated in ACEC’s Senior Executives Institute (SEI) call it a "winner." And they put their money where their mouth is: They are the first in line to register additional executives in classes. Two-thirds of the executives in SEI Class V came from firms already participating in the Institute, a two-year executive leadership training program conducted in collaboration with the Brookings Institution and the Advanced Management Institute for Architecture and Engineering in San Francisco.

SEI Advisory Committee member Pete Quinn, of Greenhorne & O’Mara, Inc., notes, "Firms are increasingly adopting ACEC’s executives leadership program as the training program of choice for their current and future leaders. The value of the program and the perceived high return on the training investment is easily evidenced by the number of firms that have had executives in different SEI Classes." Greenhorne & O’Mara has sent three executives to earlier SEI classes and has a seat reserved for SEI Class VI.

SEI Class VI meets for a 21 days total, starts Oct. 13-18, 2001, in Washington, DC, and includes sessions in California, Banff (Canada), and Florida. The SEI network currently includes 102 executives from 63 firms across 32 states. Leading professional liability insurers continue to support the program, with CNA/Schinnerer offering five $4,000-fellowships and DPIC Companies contributing ten $1,000-scholarships to participating policyholders. To register for SEI VI, contact Maria Galvan (mgalvan@acec.org) at ACEC.

VP Cheney Updates ACEC on Tax Plan

ACEC staff arranged for Warren Wilder, Louisiana Executive Director, to participate in an April 9 conference call with Vice President Cheney and members of the Tax Relief Coalition (TRC) to develop strategy following recent congressional action on the President’s tax package.

Wilder was one of only three participants on the conference call allowed to ask Cheney questions in preparation for lobbying Senators during the upcoming congressional recess. The TRC includes ACEC and ACEC MOs.

During the call, Wilder sought Cheney’s advice on urging Louisiana Senators Breaux and Landrieu to support estate tax repeal. "How do you advise us to approach them and the other so-called moderates?" he asked. Cheney replied, "It is important that both of them understand the crucial nature of the vote—it sets the overall tone. The Senate last week added a lot of spending . . . and we did not starve the federal government this year, there was an increase in spending."

‘Come on Down!’ to the Lone Star State For the Annual Convention

ACEC’s 2001 Annual Convention is just around the corner, May 13-16, in San Antonio, TX, home of the Alamo and famed Riverwalk. Preview the great line-up of educational sessions and networking opportunities at www.acec.org or in the Jan./Feb. issue of ACE magazine. Register on-line, or call the Meetings Department (202-347-7474). Call the Marriott Rivercenter (210-223-1000) to secure your discounted room rate of $146 city view or $156 river view before April 23.

David McCullough Is Featured Speaker

Renowned historian David McCullough, a featured speaker in the White House Presidential Lecture Series (and one of the few private citizens to be asked to speak before a joint session of Congress), will address ACEC members during this year’s Opening Session of the ACEC Annual Convention.

McCullough, recent winner of the Pulitzer Prize for his book Truman, and author of best-sellers such as The Great Bridge: The Epic Story of the Building of the Brooklyn Bridge and Path Between the Seas: Creation of the Panama Canal, is the host of American Experience on the Public Broadcasting Service. McCullough "…paints with words, giving us pictures of the American people that live, breath, and above all, confront the fundamental issues of courage, achievement and moral character," so states McCullough’s honorary degree from Yale University.

As the engineering industry looks ahead, McCullough will speak to the challenges we face, not only technologically, but also in terms of ensuring our services respond to human needs and societal dynamics. This morning session is on Monday, May 14.

Fiesta
Fiesta at La Villita!

Who says engineers don’t know how to have fun? Come enjoy the biggest party in Texas on Tuesday, May 15, as CEC/Texas shows us the true local color of San Antonio. Mariachis will greet you as you enter an historic Spanish village complete with quaint houses now converted to artisan shops. Colorfully decorated food stations throughout the area will offer ACEC members a taste of South Texas. The evening will conclude with the Ballet Folklorico, beautifully costumed dancers performing traditional dances from various states and provinces in Mexico.

EDUCATIONAL TRACKS

Human
Resources (HR)

Sunday, May 13

¨H.R. Forum

Monday, May 14

¨General Session

¨Keynote Luncheon

¨Energized Incentive Compensation

¨Employee Recruitment
and Retention

Information
Technology (IT)
Tuesday, May 15

¨Use of Technology in Your Firm

¨Effective Use of the Internet

¨ACEC Awards Luncheon

¨Building and Managing

¨Project Websites

¨Current and Emerging Changes through the Web

Marketing (MKT)

Tuesday, May 15

¨How to Develop a Verbal Business Card

¨Bringing in Business is Everyone’s Business

¨ACEC Awards Luncheon

¨Three R’s of Contemporary Business Development

¨Capture Plan: Blueprint for
Making the Sale

These Educational Tracks are included in the full Convention registration fee and separate registration is NOT necessary. However, if you are interested in attending only sessions specific to the topics noted here – Human Resources, Information Technology, and Marketing – you may attend these sessions by paying a registration fee of $350 for each track.


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