Archives for Apr,2016

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Here’s how Tonkin + Taylor won a client service award

An interview with Doug Johnson, Managing Director New Zealand, Tonkin + Taylor , by Ben Paul

Doug Johnson, MD, Tonkin + Taylor.

Each year, professional services firms across Australia and New Zealand battle it out for the Beaton Client Choice Awards. These awards, as nominated by their clients, name the best of the best when it comes to client service. And each year, after the awards are announced, and while the winners are still sipping champagne, the rest of us are left wondering ……how did they do it?

I decided to find out more about that client service secret sauce by interviewing Doug Johnson, Man [...]

Will a robot replace you?

By Ben Paul

Man v Machine.

There’s no doubt technology does some pretty cool things. In fact, it is a great enabler. Indeed, it has managed to speed up a lot of business processes and lead to efficiencies which have driven growth and economic prosperity. The effects on blue collar workers have been felt as lean manufacturing, and increasingly machines and robots, have replaced manual workers on production lines over the last 30 or so years. For many years most white collar professionals have felt secure that their skills and expertise will always be needed, and cannot be replaced. However, the landscape is changing rapidly and the rise of the machines is not bad news simply for the lower skilled workers.  Indeed, a recent McKinsey report (read report here) found that 20 percent of a CEO’s working time could be automated using current techn [...]

Worried your pitch is boring? Do this one thing to set yourself apart.

By Keith Dugdale

I think we all pretty much know that the briefs clients issue with Requests for Proposals (RFPs) usually only tell about 50% of the story – if you’re lucky.

Often they don’t really state the full problem or outline the full scope. Often there are glaring holes, or unexplainable things. Often the brief does not reflect the needs and concerns of all interested parties internally. Often they’re just written really poorly.

One significant thing usually missing from many RFP documents is why the entity is planning the project they have gone to market for. This disconnect is significant. Unless you as the potential provider understand why they are doing the project there are two major risks:

1. You may miss out on the other 50% of the story.
2. You will not be in a position to challenge them if they have gone to market for the wrong project to achieve the ultimate aim – the why.

We all know, at least in theory, that w [...]