Value-Based Fees: How to Charge—and Get—What You're Worth: A Guide for Consultants, Second Edition

11.1. THE SERVICE ENHANCEMENT

We have the opportunity today to provide brilliant, timely, and precise services for our clients because of improvements in communications. Let's look at some examples.

11.1.1. Response Efficiencies

It's now possible to respond to client and prospect inquiries very quickly via cell phone, computer, or automated systems.

The beauty of the arrangement is that you are no longer tethered to a phone line, and you can return calls at your convenience, enabling you to manage more clients simultaneously than ever before. Clients accustomed to voice mail are not surprised to have to use it, but by returning the call rapidly—yet still at your convenience—you provide a wonderful level of service (or response to prospects) that is singular. Yet you are not required to hire expensive staff or special equipment to do this.

I return all my calls within ninety minutes during Eastern Time Zone business hours. Everyone finds that impressive, if not unprecedented. (If I'm tied up in a strategy session, I have someone call in for me, usually my wife; when we travel overseas together, someone does this for me for $100 a day.) Buyers are highly impressed by rapid responses, assuming, correctly, that they will receive the same kind or service if you are hired. And you're able to guarantee service during the consulting project that is of high value and justifies higher fees.

I carry an IPhone in my briefcase (which works without any alteration overseas), and all of my cars ...