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Complaint About Poor Service
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We seldom receive customer complaints, but when we do, we act immediately. Clients can be plotted on a bell-shaped curve: Some are extraordinarily grateful, and others can do nothing but find fault. Often their unhappiness can be traced to anxiety, and the fear that they aren't making progress. This letter shows my reply to a fault-finding client. I invited them to meet with me again soon. When we met, I assured them that everything was on track, and this resolved the issue.


From: Lesa manthey
Sent: Monday, July 15, 20— 11:44 AM
To: Bill Frank
Subject: Progress
Importance: High
 
Dear Bill:
 
We have been at this for over two months now and I see little progress.  I have completed all suggested assignments within a day or two, only to be put off until "next week" each time.
 
So far all that has been provided is:

  1. An assessment test which yielded fairly useless results. I should be a minister or trial lawyer (both needing specialized training).
  2. Assistance in preparing a resume and cover letter.
  3. E-mailing of the resume to 1000 recruiters (with no response).
What's the story?  Is this all you are providing?  What's next?

Sincerely,
Lesa Manthey

From: William S. Frank [wsfrank@careerlab.com]
Sent: Monday, July 15, 20— 8:18 PM
To: Lesa Manthey
Subject: Re: Progress  

Hi Lesa,

I just received your e-mail.  I have followed your campaign in detail since you began.  I saw you as recently as last Wednesday.  I think you are on track and we need to push forward.  Can you meet with me Wednesday from 9:00-10:00?  I have some ideas for you.

:Bill

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William S. Frank, M.A., President/CEO
25 Reasons I love consulting.
by William S. Frank
  1. Brand. You are your own brand, and you can define it any way you want. For many years, I provided outplacement to the ex-employees of Schlumberger, the world's largest oilfield service corporation. When departing employees left the company, they didn't request outplacement in their severance package. They said, "I want Bill Frank."
  2. Demand. The world will always be full of terrible problems that need solving.
  3. White Hat. I can be a helper and get paid for it.
  4. Pay. I can be paid to do things I'd gladly do for nothing.
  5. Variety. Every day is different.
  6. Happiness. At this stage of my career, I only work for people I respect and care about. If a client micromanages me or is otherwise no fun, I complete the assignment and replace them.
  7. Talent. I'm using 110% of my talents and stretching myself to the max.
  8. Change. I can change my focus any day I want. If you're a McDonald's franchisee, you don't say, "Hey, I've got this great idea for a meatball sandwich—let's try it out today." In consulting you can adjust your focus hour-by-hour, as long as your clients still understand and appreciate what you do.
  9. Income. No one else would pay me as much as I pay myself.
  10. FUN. I can't think of anything I'd rather be doing.
  11. Retirement. I can write and consult as long as I am physically and mentally capable. Peter Drucker worked into his 90s, and when asked which book was his best, he said: "My next one."
  12. Job Security. Although clients come and go, no one can come into my office and say, "Pack up your stuff . . . You don't work here anymore." In 29 years, I've only had one employer: ME.
  13. Travel. I don't have to travel unless I decide to. I travel if it's both FUN and profitable—or at least FUN.
  14. Commute. I live five minutes from my office, a corner office in an upscale six-story tower. In winter, I leave a heated garage at home and drive to an underground heated garage at work. There's seldom time to hear even one song on the radio.
  15. Vacation. Consulting is more fun than vacation (except on Wailea Beach in Maui).
  16. Friends. I have developed hundreds of close acquaintances and several lifetime friends.
  17. Time. I can work as much or as little as I like: four-hour days or 18-hour days. (Of course, my income will reflect that.)
  18. Employees. I can work with employees, subcontractors, partners, or alone—I've done it all.
  19. Passive Income. I've developed several products that provide "mailbox money." I earn while I'm sleeping.
  20. Ethics. I've never had to violate my values or personal code of ethics. I've never had to lie, purposely deceive or harm others, or promise things I can't deliver. I go to bed with a clear conscience. That doesn't mean there's never any conflict. But the conflict is conducted according to generally accepted business practices.
  21. Virtual. My career is fairly portable. With the Internet, e-mail, cell phone, and FedEx, I can work nationally, even internationally from my office—or anywhere in the world.
  22. Purpose. I make a difference in peoples' lives every day. I see it in their faces, hear it in their voices, and read it in their thank-yous.
  23. Experience. Every painful or joyful life experience makes me a better consultant. So does every person I meet or book I read. Grey hair can be good in consulting.
  24. Structure. I have to work very hard, and the clients expect superb results—but I get to structure my days, weeks, months, and years.
  25. Boss. Most of the time, I love my boss.
As I was posting these letters online, I realized I want to communicate my love for consulting. It's just a great business. The single letters, taken together, may create a picture of enjoyment, but in a burst of creativity I listed some of the reasons consulting is such a good fit for me—and perhaps for you, too. They are not prioritized; this is just how they came out.