Auditing
a relationship and making effective remedial recommendations is not
an easy thing to do. You need to understand the industry dynamics
in play, you need to be a good listener, sensitive enough to pick
up the unsaid as well as the spoken and it helps enormously if you're
experienced enough to have met a similar situation successfully in
the past.
Our people have had to manage relationships themselves so they know
the right questions to ask (the 'can-openers' as we call them). Knowing
the right questions to ask is a bit like flying underneath the radar.
We
select people to work for us very carefully; we insist on a core set
of personal and experience skills and always cast our personnel according
to the needs of and fit with the relationship we are being asked to audit.
After
all, we need to maximise the potential of our relationships if we
are to maximise the potential of our clients' relationships.
Our relationship advisors invariably have direct experience of the market category
in which we being asked to work which means they understand issues, terminology and
dynamics leading to practical recommendations. In addition, each auditor works in
concert with a senior associate who is ultimatley responsible for the delivery of the project.
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People
and processes make
the difference: “All genuine
knowledge originates in
direct experience.”
Mao
Tse Tung
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Senior
Associates:
Australian Office:
We
have developed a tool kit of processes and methodologies that add value
to the interpretative skills of our people by not only identifying the
issues in play in a relationship (above and below the surface) but also
where appropriate tracking progress in resolving the issues so that
each party is clear on the consequences of its actions.
In
addition, our proprietary software allows us to present data in a highly
user friendly manner, by highlighting very clearly and simply to Management
where action needs to be taken to address problems and what can be exported
elsewhere as demonstrably successful practice.
By
combining the right people with the right tools, Relationship Audits & Management adds more value, more of the time to its clients.
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