Client Feedback Tool
  • ‘Aha!’ Moments (and how they change everything)

    Posted on March 25th, 2015 Ryan Suydam No comments
    'Aha!' Moments (and how they change everything)

    Oh. I bet this guy learned a lesson he’ll never forget.

    Duh learning moment

    It was one of those ‘Aha!’ moments when the light bulb goes on and your thinking and behavior change forever. He’ll never go back to a square wheel again. He’ll never wake up one day and haul a woolly mammoth across the steppes and realize he put the wrong wheel on today.

    Not all learning sticks like that.

    I am bombarded with opportunities to learn. Most of what I learn goes in, and right back out. Some ideas are important enough I capture them as an action item. “Go to the gym” might be one of those. Something important that I want to do, but I have to act upon the item to make the change. Many times, the change never happens. It’s too much work.

    Then I have moments that change the way I think. When I see a situation differently. When I realize I can’t go back and un-know what was learned. More than knowing, this type of moment changes behavior – automatically. These moments don’t happen often, and they are real game-changers.

    I help professional services firms uncover ‘Aha!’ moments with their clients, and within their firms, that allow them to drive greater success and satisfaction just because they know. I reviewed the report below with one of our clients. To help you see the ‘Aha! moment’, let me share information about how to read this data.

    • The scale on the right is used when a clients responds to a feedback request. The scale centers automatically at Met Expectations, driving clients to intentionally move the slider up or down to change the score.
    • The chart on the left, the black bar indicates the average score (by Project Manager). The dark blue represents the scores in the 25% – 75% range. The light blue shows the minimum or maximum scores.

    Duh Moments graphic 2

    When reviewing this chart, I focused on two project managers, Chris and Dan. Both were, at a minimum, meeting their clients’ needs. Most of Chris’ scores were in the Excellent to Exceptional range. Dan’s scores were between Met Expectations and Exceeded Expectations. Some may think that Chris is the better project manager. After all – he’s at the top of the chart! But, when I asked one question, we found an ‘Aha!’ moment.

    “What is the difference in their project profitability?”

    Chris’ projects average 3% profitability. Dan’s average 38%. Chris was chronically over-delivering on his projects and not charging for services out of scope. Dan, on the other hand, has a very clear sense of what his clients’ value and he prices his services accordingly.

    We showed this to Chris. He had an ‘Aha!’ moment. He realized his clients value the work he does for them. He stopped doing things they didn’t care about and started charging appropriately for services out of scope. Understanding what his clients were telling him changed everything.

    The rest of the story…

    When we checked back six months later, Chris’ project profitability had already taken a healthy upturn (up to 18%). And his feedback scores, while lower, still were near the top of the pack.

    One simple ‘Aha!’ moment changed everything for Chris. Not only was he earning his keep with the shareholders, but he felt validated by his clients, and continued to deliver a high-value proposition to them. What an easy win/win/win story.

    Interested in hearing more about stories like Chris’s – and how you can discover your own stories to drive success both within your firm and with your clients?

    Download The Power of Storytelling for Your Firm – a 90-minute Webinar outlining the importance of storytelling, methods for gathering stories, tips for using stories internally to improve staff and culture, and best practices for using stories externally in marketing, business development, and project delivery.

    I’ll wager you have an ‘Aha!’ moment by the end. What are you waiting for?


  • The Science (and Neuroscience) of Great Teams

    Posted on March 20th, 2015 Ryan Suydam No comments
    The Science (and Neuroscience) of Great Teams

    I rarely feel compelled to do this but PLEASE don’t miss this webinar on Tuesday 3/24.

    Here’s why.


    As co-founder of a business serving AEC firms, I attend industry events all year. While I’m out there, I look for the 6 – 8 absolutely best presentations to share with you. In the last year, I’ve been to a hundred sessions delivered by industry experts. Most are good. Some are great. A few really catch my heart and mind. And then, there’s this.

    In her presentation, Michelle Brown from SENTIS revealed the science and physiology of the human brain as affected by relationships and services experiences. There’s actual science to explain why and how your clients behave, how that affects your employees, and how to drive changes that increase positive outcomes for everyone. No fluff. Real stuff.

    Does this all sound too cerebral or intimidating (it’s not). It’s just a webinar designed for technical professionals to help them better understand client relationships. People demystified. Behavioral biochemistry. Measureable outcomes and results.

    I hope you’ll go out on a limb with me. Attend this FREE webinar Tuesday, March 24th (1:00 – 2:30 pm ET). You’ll be part of an exclusive group who knows something amazing.

    Register today.

    Michelle Brown is a nationally-awarded leader and consultant who partners with successful organizations to combine neuroscience, human performance, and organizational psychology to deliver improvement in operational performance. As the field of human behavior and psychology expands with new technology and more robust science, we have more insight today than ever before on the impact leadership can have on employee engagement, how employees are more connected to organizational outcomes than we have previously thought, and why business leaders must pay as much attention to the brains within their business as they do to the bottom line. With a focus on people, Michelle has designed and delivered more than a dozen culture change initiatives across the globe, realizing measureable change in productivity, safety and employee engagement.