【正文】 o gather plenty of information on the client prior to the 1st Strategic Planning Session.? 如果客戶有網(wǎng)站的話， 你應(yīng)當(dāng)瀏攬其網(wǎng)站。 這樣， 你才會有充足的時間來分析問卷，并為第一次戰(zhàn)略計劃會議作準(zhǔn)備。 The client should also plete and return to you the “Customer Service Focus” Questionnaire. This questionnaire is designed to gauge the anisations mitment to exceptional customer service. The results will be used later in the program and pare to feedback gathered from both customers and team members.? 不要忘記詢問客戶，他們是否還有其31 / 347它他們認(rèn)為對你有用的信息。You will need to prepare thoroughly for the 1st Strategic Planning Session – it is a very important meeting that will set the tone for your future engagement with the client. Allow 3 – hours to review the pleted SNAQ and any other information you have gathered.? 在閱讀 SNAQ 時， 應(yīng)當(dāng)注意的方面包括33 / 347While going through the SNAQ you should look for problem areas for example? 企業(yè)所有者與其他主要決策人在目標(biāo)和觀念之間的沖突Conflicts between the goals and ideals of the owners and other key decisionmakers.? 問卷中沒有回答的部分(這也許反映了企業(yè)信息系統(tǒng)的弱點) Areas where no information has been provided (this may indicate weaknesses in the business information systems)? 答卷人對問題的理解明顯錯誤的地方 Areas where the respondent clearly has misinterpreted the question34 / 347? 在閱讀 SNAQ 時， 把那些值得討論的問題標(biāo)出來， 并找機會把該項目所能提供的服務(wù)與客戶所面臨的困境及問題聯(lián)系起來。 你還要闡述企業(yè)價值評估的原則和系統(tǒng)化將如何提升企業(yè)的價值。 你要鼓勵進(jìn)行問題討論，以制定一系列的行動來解決問題Make sure that you do not do all the talking at the session. Clients will feel that they have received more value if they are able to express some of their problems and frustrations. Facilitate the discussion to generate a list of actions to address the frustrations. ? 在會議其間， 要逐一討論你從SNAQ 中發(fā)現(xiàn)的問題或弱點。 有些 IAP 可以對企業(yè)的贏利能力產(chǎn)生立竿見影的作用， 例如， 提高價格。 它包括:After the session you will need to provide a report for the client. The report should provide an “Executive Summary” of the days events. It includes:? 給客戶的祝賀函；Congratulations letter for the client；? 簡要總結(jié)；Executive Summary；? 立即行動點；41 / 347Immediate Action Points；? 月度會議安排； Schedule of monthly meetings；? 小組會議的計劃日期；Scheduled date for team meeting；? 所有提出的問題的詳細(xì)內(nèi)容， 參閱行動清單；Details of all the issues raised， crossreferenced to the action list；? 相互承諾聲明；Mutual Commitment statements； and? 詳細(xì)的行動清單， 與你所提供的產(chǎn)品，以及 BPIP 項目中的相42 / 347關(guān)模塊相結(jié)合。 并記住在報告發(fā)出的一兩天后43 / 347給客戶打電話確認(rèn)他們收到了該報告。Two alternatives exist for the ongoing relationship. You will either have engaged the client in the full 45 / 347BPIP program or you will have bundled some services together such as the CAS， TAS or “Exceptional Service – Leading The Pack” seminar.? 理想的情況是， 你應(yīng)當(dāng)把合作函與第一次戰(zhàn)略計劃會議的報告一起送給客戶。46 / 347 該文件包括下列內(nèi)容:You will need to confirm your arrangement using an Engagement Letter. Please refer to the sample “Engagement Letter” template provided. This letter contains the following:? 你和客戶將一起從事的工作的大綱；An outline of the work you will be doing together；? 雙方認(rèn)可的費用 (有可能的情況下， 應(yīng)當(dāng)安排客戶以直接銀行轉(zhuǎn)帳的方式付款)The fees you have agreed upon (where possible you should try to arrange for payment to be made by direct bank transfer)；47 / 347? 雙方相互承諾聲明；Your mutual mitment statements； and；? 你的權(quán)力與義務(wù)。 在 BPIP 項目實施的初期， 這一點尤其重要。The meeting should also be used to generate ideas on how to improve the program.? 要為這次會議準(zhǔn)備議程。Send the Strategic Planning Session Report and Engagement Letter to the client.? 把安排好的今后 12 個月的日期包括在計劃中；Include details of scheduled dates for the next 12 months including：? 每月的 2 個小時的 BPIP 戰(zhàn)略管理會議；The monthly 2 hour BPIP Strategic Management 53 / 347Meeting；? 第一次小組簡要會議；The 1st team briefing session；? 第一次客戶咨詢會；The first Customer Advisory Session；? 員工咨詢會The Team Advisory Session； and? 優(yōu)質(zhì)服務(wù)—爭創(chuàng)第一培訓(xùn)Exceptional Service – Leading The Pack training.? 在自己的工作日記上標(biāo)出這些日期。 如果我們花55 / 347足夠的時間去詢問， 顧客是非常樂于告訴我們他們對企業(yè)喜歡和不喜歡的方面。他們也是負(fù)責(zé)實施這些改善和使企業(yè)取得成功的人。 During Module 2 you will need to begin talking to the clients’ customers to find out how they really feel about what the business does and how they do it. Customers are more than willing to tell us what they like and dislike about our business if we take the time to ask them. This information will be used as one of the foundation blocks of the improvements you will be making to your business.在獲得顧客反饋之前， 你需要得到員工的幫助。 銷售是企業(yè)的生命線， 銷售的增加對企業(yè)的增長至關(guān)重要。Brainstorming for ideas.? 請參見 “小組計劃會議情況匯報” 議51 / 347程。 這會給他們動力把整個項目一體化，并考慮其他客戶是否會對這種新的服務(wù)感興趣。Follow up with the client a couple of days later.48 / 347 與你的小組成員一起交流 SPS 的結(jié)果Communicate outes of SPS to your team members? 這個階段只適用于那些需要有其他咨詢顧問一起參與工作的顧問。Ideally you should send the Engagement Letter with the 1st Strategic Planning Session Report. This must be done while the session is still fresh in the clients’ mind， approximately 45 days after the session.? 你需要以合作函的方式來確認(rèn)你的安排。During the Planning Session you will have established with your client the nature of your ongoing relationship. ? 持續(xù)性關(guān)系有兩種形式。The action list should be specific and split into shortterm . IAPs and longerterm actions.? 報告的模本已提供請參見 “第一次戰(zhàn)略計劃會議報告” 模本。Make sure that you identify some “Immediate Action Points” (IAPs). 39 / 347These are items that the client should implement in their business as soon as possible. Some of the IAPs should have an immediate impact on the profitability of the business . increase prices. Remember that the emphasis should be on the client performing the action， not you.40 / 347 給客戶準(zhǔn)備包含 IAP 的戰(zhàn)略計劃會議報告Prepare Strategic Planning Session report for client with IAPs assigned? 會議之后， 你需要向客戶提供一份報告。During the session work through the areas of the SNAQ where you have identified problems or weaknesses. As the client expresses problems relate back to them the different tools that you have to deal with those issues . th