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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:
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The performance being guaranteed is important to the client.
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You can objectively track your performance for the guaranteed
service.
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You are willing to offer guarantees with meaningful consequences.
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You are willing to suffer the consequences without hesitation.
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Repeat: You are willing to suffer the consequences without
hesitation.
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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.
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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.
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"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 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.
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Human Resources (HR) Sunday, May
13
¨ H.R. Forum
Monday, May 14
¨ General Session
¨ Keynote Luncheon
¨ Energized Incentive
Compensation
¨ Employee
Recruitment and
Retention
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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
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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
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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. | The following editions of the Last Word are
available online, to retrieve a particular issue, choose the date
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