Post on 18-May-2015
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Professionalism: Has technology changed
what clients expect?
What You Need to Know to Build Business Success!
Presented by Diane M. Harris
D. M. Harris Associates
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Our time together
How this topic arose You’ll take the short survey Explain the research conducted Findings of research conducted with clients &
suppliers; data and qualitative Tips to improve how clients view you as a
professional
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Professionalism
Professionalism Committee’s annual presentation
Change it up and get more practical My personal observation over my career
We’ve gotten more casual Was it because of the speed of business? The Internet? Or just what?
Let’s see what you think
Let’s do the survey!
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About the research
Did Qualitative prior to Quantitative Sources of respondents – not random
My clients, QRCA friends and their clients LinkedIn – nine different groups
Responses from around the world Asia, Romania, France, Spain, United Kingdom,
Australia, Mexico, South Africa and Canada
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About the survey
244 responses 59 clients and research buyers (55 actual
qualitative research buyers) 185 research suppliers
45 pages of comments! Many e-mailed or left appreciative comments Hypothesized younger would react differently
I was wrong
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How much has the face of professionalism changed throughout your career?
Jack Welch
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Supplier Viewpoint
13.5%
44.9%
26.5%
10.8%
4.3%
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Client viewpoint
11.9%
52.5%
20.3%
8.5%
6.8%
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Comments
It seems like time & money is an excuse to forget professionalism
People are more casual now, which isn’t always good
Expectations of instant response have led to communication without critical thinking
“Formalism” has changed, but not professionalism
This was my hypothesis that the Internet was the
cause
So this was a key question
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With the inception of the Internet, has the increased informality in
communication been a help or a hindrance
to professionalism in our work society?
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I blame
Jerry Springer
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He gave the green light for bad behavior to be acceptable
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Supplier Viewpoint
49.7%
50.3%
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Client viewpoint
39%
61%
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Comments
I appreciate the more efficient information transfer . . . More details come faster
When done properly, the informality invites engagement, but the lack of discipline has hindered quality of thinking and quality of communication
It can tend to not be respectful of another’s time/schedule, is interruptive and undermines professional presentation.
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If you receive written correspondence from a supplier that has typos, text/Internet abbreviations or incomplete sentences, does that affect your decision to do business with them?
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Supplier Viewpoint
89.2%
10.8%
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Client viewpoint
89.8%
10.2%
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Comments
Demonstrates sloppiness, a lack of thoroughness and commitment
If I KNOW them, I can forgive some typing errors. If I DON’T know them, typos can cast a bad impression
Mrs. Roland is still whispering in my ear that “your writing is a reflection of your competence.” I believe it!
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Tips for You
Type e-mail like a business letter Keep it short and simple Don’t just use spell check; proofread it Don’t send an e-mail when angry Don’t send anything confidential via e-mail
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When having a face-to-face conversation with a business associate or supplier and they take a cell phone call that is not an emergency or text during your conversation, does this affect your impression of their professionalism in a negative way?
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Supplier Viewpoint
96.8%
3.2%
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Client viewpoint
96.6%
3.4%
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Comments
That would be the last conversation I had with them
When you are in the meeting, you are IN the meeting
It tells me they don’t have good manners and I’m not important to them
I’ll ask the person to leave the meeting Non-urgent calls are unforgivable, but it’s
important to be flexible and allow urgent calls
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Tips for You
Be ALL there Keep it private Learn to vibe Alert them if expecting an urgent call; excuse
yourself
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If the following business actions occurred, would it affect your decision to do business again with a supplier?
Deliverables and deadlines were
not on time Costs were +10% higher
than bid Quality of deliverables
did not meet your
expectations
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Supplier Viewpoint
97.8% 78.6% 96.8%
2.2% 21.4% 3.2%
Deliverables Costs Quality
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Client viewpoint
91.5% 76.3% 100%
8.5% 23.7%
Deliverables Costs Quality
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Comments
If a study runs long, the recruit more difficult, etc. first check then add 10% is okay, but deadlines and especially work quality is not negotiable.
Sometimes higher costs are justified by client actions
Higher costs I can live with as long as I’m informed while the study is going on and given options
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Tips for You
Keep your word; Integrity, integrity, integrity No surprises, inform client of changes before
the fact Return phone calls and e-mails promptly Take ownership and responsibility for your
work You don’t know if your client will be the
forgiving type, so strive for 100% on time, on budget.
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How important is the appropriateness of a supplier’s clothing attire and grooming in
your decision-making about what supplier to use?
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Supplier Viewpoint
28.1%
57.3%
14.1%
0.5%
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Client viewpoint
18.6%
52.5%
25.4%
3.4%
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Comments
Don’t smell bad or have dirty fingernails First impressions mean something. They don’t need
to come in a suit and tie but they need to look neat and know what they are talking about.
I consider it very demeaning if the supplier is not appropriately dressed
“executional distractions” are not helpful, if all else is equal, then certainly the one with fewer wardrobe malfunctions would get the business.
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Tips for You
You are a brand; anchor yourself in a stable image Business casual; think business first, casual second Dress for the job you want Err on the side of formality Mirror or better the client’s dress code Invest in quality not quantity; shoes, pens, briefcase,
handbag Showing up unshaven, wet hair etc. signals
unorganized, lazy or lack of respect
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If you travel by air and the supplier upgrades to first class because they
have a premier frequent flier status and you sit in coach, does that affect your
impression negatively of them?
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Supplier Viewpoint
68.1%
31.9%
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Client viewpoint
27.1%
72.9%
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Comments
It shouldn’t matter but it does It would be nice to have the time to discuss
business, but I wouldn’t begrudge them the upgrade
I would love it if they would offer me their seat or to switch halfway; nice and professional gesture
Personal manners count Good for them!
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Tips for You
Think of the relationship first You don’t know which viewpoint your client
might have Err on the side of generosity (who is paying
the bill) Use your judgment
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How important is a person’s etiquette in your decision-making
about what supplier to use?
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Supplier Viewpoint
50.3%
45.9
3.8%
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Client viewpoint
39.0%
57.6%
3.4%
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Comments
You have to sell yourself! You are the product you are selling.
I will not do business with a slob no matter how good the person is
It’s very important that a vendor know how to conduct or participate in a meeting, e.g. weirdness is a death-knell
Similarly to clothing, if it were really bad, it would make me wonder about them
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Tips for You
Dining & Entertaining Go with what you know Choose table in advance Settle the bill early Talk business later Don’t order food that’s hard to chew or cut Don’t overindulge in food or drink The guest orders first All guests should be served before eating
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Formal Dinner Place Setting
1. Napkin 2. Fish Fork3. Main Course Fork4. Salad Fork*5. Soup Bowl and Plate
6. Dinner Plate 7. Dinner Knife8. Fish Knife9. Soup Spoon10. Bread and Butter Plate
11. Butter Knife 12. Desert silverware13. Water Glass14. Red Wine Glass15. White Wine Glass
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Tips for You
Proper etiquette Ask open-ended questions Don’t start sentences with “I” continuously Send a thank you note, hand-written Don’t interrupt Profanity=less about the language and more
about caring about others Ask, “May I give you my card?”
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Client Respondent Information
93.2% 6.8%
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Supplier’s work experience
1.1%
8.6%
8.1%
82.2%
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Client’s work experience
5.1%
10.2%
18.6%
66.1%
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Let’s be PROS
Put others first Relationships are the key to success On your honor, on time and on budget Show respect for yourself, it instantly shows
respect for others
Thank you!
Diane M. Harris
D. M. Harris Associatesdmharris@zoomInternet.net