Here are some of the questions we get asked regularly, please click on the question to reveal the answer. If you have any others please contact us and we'll be delighted to tell you more.
Q. Are your programmes suitable for both business to business and business
to consumer organisations?
A. Yes. We work in both sectors and individual programmes are designed to meet the specific requirements of each sector - and of course each client (see
Our Track Record).
Q. Are the programmes suitable for both telephone and face-to-face
customer contact environments?
A. Yes, they are designed to meet the specific requirements of each.
Q. How long do programmes and events last?
A. Programmes consist of all the delivery components of an assignment and may be from under a month to over a year in duration. Each individual event within a programme (e.g.
'Customer Experience' for front-line staff) typically lasts one to two days. Other events may be two hours to three days in length dependent on topic, content and format.
Q. Where in the world can you deliver?
A. Anywhere where we can set up a suitable venue.
Q. Can you deliver events in more than one location at a time?
A. Yes. We can supply as many fully rehearsed delivery teams as required.
Q. How many participants can attend an event?
A. From six at a Performance Clinic to fifteen at a Customer Experience event to 1000+ at a conference. It depends on topic, content and format.
Q. What is your lead-time to starting an assignment?
A. Depending on scope and complexity, usually eight to ten weeks from confirmation to
commencement of delivery. When the requirement is urgent, we will do our utmost to
begin delivery as soon as possible. Diagnostic and design activities almost always take place
during the lead period.
Q. How do you calculate your fees?
A. Our fees are determined by pricing each programme component as set out in a detailed
proposal. The overall programme fee is dependent on the size and scope of the
assignment.
Q. Do your fees include expenses?
A. No. Expenses (e.g. travel and accommodation) are agreed before commencement of the
assignment and can be fixed or recharged according to pre-determined criteria. We always
remain within budgeted expense limits.
Q. How will you make absolutely sure you meet our unique requirements?
A. Every programme is subject to a rigorous diagnostic process prior to design. All key design
elements including programmes, scenarios and client specific resources are submitted to
you for approval prior to delivery.
Q. How do you ensure a close working partnership with your clients?
A. From the word go, we put in place three levels of management contact. Every assignment is
managed on a day-to-day-basis by a dedicated Client Services Manager. The assignment is
overseen and monitored regularly by our Head of Client Services. In addition, our Managing
Director maintains regular client contact at the highest level.
Q. How will you keep us informed of progress and issues?
A. Through regular meetings and updates between our Client Services Manager and your
Project Manager or other point of contact. Written progress reports will be provided as
agreed. Other contact will be arranged as necessitated by the programme and required by
you.
Q. How will we contract with you?
A. When we have received your in-principle go ahead to the programme and fees, detailed
terms and conditions are normally agreed between your appointed representatives and our
Commercial Manager.
Q. What input is required from us during programme roll-out?
A. It varies greatly depending on both the client and the programme. Some clients want
significant involvement at the design and delivery stages. Others wish us to get on
with it whilst they give approvals and receive feedback as appropriate. We do our best to
meet your requirements, whilst making recommendations when necessary.
Q. What if we need something designed from scratch?
A. Provided it is within our field of expertise, we will design any programme 'from the ground
up', building in our unique concepts as appropriate.
Q. What sort of venue do you need?
A. Anywhere of suitable location and dimensions from empty office space to conference and
training rooms to articulated conference trucks. We then equip and prop it to create a
Total Reality environment.
Q. Do you provide the sets and props?
A. We determine the requirements with the client then agree the most cost effective means of
provision. As a rule, sets are purchased by the client or hired from us, but we always
arrange supply. Actual work props (e.g. office equipment) are usually provided by the client.
Q. Do you make changes as the programme is rolled out?
A. Whilst we try to get it right first time, we keep a close eye on the events during the roll-out,
paying particular attention to the results obtained in terms of participant reaction, targeted
behavioural change and performance against KPIs. If changes are required, they will be
agreed with the client and then implemented immediately.
Q. Do you pilot your programmes?
A. Yes. We recommend that any large scale programme is piloted and evaluated prior to the
main roll-out.
Q. Can we attend event rehearsals?
A. Yes and no! Rehearsals are a painstaking and sometimes painful (it takes time to get it
right) process. We don't encourage client presence during the early stages but you are very
welcome to join us for the conclusion to give final approval and, of course, ensure technical
accuracy.
Q. Can I talk to your existing clients?
A. Of course. Just let us know and we'll make the arrangements.
