Potential clients feel more comfortable in their offices than in my office, no matter how plush. So it is a good idea to meet them in their office whenever possible. When meeting anywhere else, they tend not to reveal their whole hand.
I understand why some consultants prefer to meet in their own offices -— it increases efficiency. But what I lose in efficiency, I gain in trust and strong connections. I also get to speak to all managers, executives and some employees if necessary — something that does not always happen if I were holding meetings in my office. If others in the organization see me in action and give positive reports to the owner or other person-in-charge, I have a better chance of acquiring them as a client down the road because they trust me.
Brochures and newsletters don’t breed trust -— communication and performance do. The last thing I want my clients saying about their business strategy to their peers is that they have no idea what’s going on. These people are my ambassadors. That’s why I make my clients listen to my whole spiel so that all of us can sleep better at night knowing we’re on the same page.
Qantas is the safest major airline. Maintenance is the key. Apparently, after every flight, Qantas pilots fill out a form, called a “gripe sheet”, which tells mechanics about problems with the aircraft. The mechanics correct the problems, document their repairs on the form, and then pilots review the gripe sheets before the next flight.
And it seems that a sense of humor permeates the entire organization. Here are some actual maintenance complaints submitted by Qantas’ Pilots and the solutions recorded by maintenance engineers.
Pilots: Left inside main tire almost needs replacement.
Engineers: Almost replaced left inside main tire.
Pilots: Test flight OK, except auto-land very rough.
Engineers: Auto-land not installed on this aircraft
Pilots: Something loose in cockpit.
Engineers: Something tightened in cockpit.
Pilots: Dead bugs on windshield.
Engineers: Live bugs on back-order.
Pilots: Number 3 engine missing.
Engineers: Engine found on right wing after brief search.
Pilots: Aircraft handles funny.
Engineers: Aircraft warned to straighten up, fly right, and be serious.
Pilots: Target radar hums
Engineers: Reprogrammed target radar with lyrics.
Pilots: Mouse in cockpit.
Engineers: Cat installed.
Pilot:. Noise coming from under instrument panel. Sounds like a midget pounding on something with a hammer.
Engineers: Took hammer away from midget
