On Sun, 17 Dec 1995 jwalters@gate.net wrote:
> This is tangential to the ongoing discussion about consulting assignments,
> but does have its value in that debate. Several years ago, I heard an
> answer to the oft-stated advice, "Just give the customer what s/he wants,
> and you will succeed." The retort: Here is what the customer wants --
> flawless, state-of-the-art products (or services), for free. (If anyone
> knows the source of this quote, please post it here -- I do not have it.)
>
> This retort is germane to the discussion about giving the customer what
> s/he wants. First, we must determine how much of what the customer wants
> we can actually afford to deliver. It will be something less than
> flawless, state-of-the-art products, for free. How much less will depend,
> I suppose, on our own efficiency and effectiveness. Second, I would assume
> that if the customer was _always_ right, and knew exactly what was
> required in a particular situation, they would not need a consultant.
This is a problem that has plagued me for years - other people's
expectations. I think much of the problems rooted in inflated
expectations on the part of the "customer" in particular those that
demand high quality products at no cost and rooted in fear. Most of the
people I know and have observed who make such demands on others are
usually dissatisfied with their lot in life somehow. On the other hand
some of the most successful people I know have no problem pay whatever a
product or service is worth so long as it is not excessive.
I think the views of two of the most famous salesmen might be in order
here. The first is Joe Girard, who has often stated that he would take no
commission on an occasional sale, because he knew that he would more than
make up for it in improved good will, AND he knew that he would loose
much more than that if he refused to give in. Think about the "warm and
fizzy" feelings you have toward the old stereotypical "used car salesman."
The second is Zig Ziglar, who make the point subtlely in his books, when
he points out that most people do get what their expectations pay for.
I.E. you would not expect to purchase a Cadillac for $1.00, on the other
hand, if you did, you would be forever suspicious that there must be
something drastically wrong with the car.
On the consulting side of things, there are often no guarantees for
success. Part of the reason, of course, is that the interpersonal and
organizational problems are difficult to get your hands around and
difficult to change. After all is said and done, if it were so easy, we
could all just pick up "The Fifth Discipline," read it over a weekend,
and have a Learning Organization in place by Friday afternoon! So, I
would encourage all not to be embarrassed for asking a fair price for the
contributions you make and not to be intimidated by all those out there
who would like to intimidate you into giving your services for free!
My bit of philosophizing ......
--
Eric N. Opp
MRJ Inc.
eopp@mrj.com