Roger Boor, Principal of New Business Consultants, had no intent of realigning his business. Instead, he wanted to touch customers and partners and gather quantitative information on customer satisfaction. Kathy went beyond the normal check-in questions as Roger describes it. “Kathy asked the HARD questions about how people really feel. According to New Business Consultants, the actionable data about customers’ real needs and perceptions blew some assumptions away, as Roger puts it. “The trickle down of nuggets was that my idea of how we were perceived by others was almost entirely incorrect. Without Kathy’s help and process, we wouldn’t know. The work we did with Kathy was the beginning of an important education after I thought I knew it all.”
New Business Consultants eventually shifted its business model based on results of the survey. “None of that starts without this process of research. Today, the company is incredibly busy and we are on track to have one of our most profitable years,” says Roger.
Kathy then helped New Business Consultants create a ‘human’ story to tell about how they realigned their business and saw it grow. This wasn’t a Cinderella story. Their journey wasn’t easy and it was a lot of work. It was relatable, optimistic and real. “Kathy listened and crafted a human, compelling story based on our conversation that really captured the hard work and the risks we took embarking on this new direction,” recalled Roger. “I related the story of how we did the hard work – work we are still doing – to shift our model to our employees. They were inspired by our commitment, and in turn, motivated to participate. It was a story of effort; of not being sure we would succeed, of doing the real mindset change and taking some risks.” Kathy highlighted the human element. We’re more than just a ‘finance and accounting solutions’ firm. We care about the success of our clients, too. What better way to underscore our credibility as experts than by telling the story of our own journey as we re-shaped our business? Kathy helped us define and own that story.”