Company Case Study
A premiere interior design firm established effective protocols and processes creating a streamlined approach to customer expectations and satisfaction.
At a glance
CHALLENGES
- Undefined expectations
- Unorganized agreements
- Lack of training
- Pricing ambiguity
OUTCOMES
- Increased sales
- Clear direction
- More time for growth
- Increased employee moral
- High degree of customer satisfaction
OBJECTIVES
Matt needed to create a system for his staff to establish client and contractor expectations and boundaries. A standardized pricing system was needed in addition to executive coaching to create a comfort level with sales and marketing initiatives and client satisfaction. Client and contractor agreements needed to be enhanced.
SOLUTIONS
Chalifour Consulting Group evaluated the existing business practices and all external communication with clients and contractors. CCG worked with Matt and his staff to develop new agreements and a restructured pricing model. CCG created a system and procedure for communicating expectations and timeframes to both clients and contractors, eliminating ambiguity. CCG also trained Matt and his staff in ways to anticipate potential bottlenecks and mitigate delivery and shipping challenges.
Benefits
- Clear and Concise Communication
Eliminated ambiguity and provided a clear and concise process of managing expectations. - Standardized Pricing
Streamlined pricing structure creating a unified approach to quoting and proposals. - Straight Forward Agreements
Organized and simplified agreements in order to clearly outline roles, responsibilities, and expectations. - Sales and Marketing Training
Identified potential add-on sales opportunities and lead sources.
