Service Philosophy

This page is intended for two categories of searchers.  Firstly, those prospective clients who are finding out about our competencies and want to know if we could be trusted to handle their business interests in Energy Efficiency and Sustainability.  Secondly, our existing clients and supply chain partners who are curious to know how we do things and what helps us consistently and successfully meet service quality expectations.  There may be a third category.  Our competitors who want to find out why we generally come out on top!

We have always believed that knowing what influences the perception of quality is fundamental to our success in meeting our clients' expectations.   Over the nine years of ADIAN Consulting's life we have come to recognise that client organisations, regardless of the sector they represent, consistently exhibit a degree of individuality.  In other words, no two clients are the same even if they are from the same sector.

This individuality generally means clients have their own list of priorities which ultimately influences their perception of what constitutes the right service quality for them.  There is, however, an interesting twist to this.  Quite often the so-called priority list is sub-conscious and not always clear or obvious to them and nor, as a result, to us.  This generates its own challenges for both parties.

Aware of these challenges, we have experimented both consciously and not so consciously with methods of identifying what influences perception.  We have used our findings during the course of delivering exceptional customer service to our clients.  We would like to share our findings with you.

We have identified seven key factors that we believe influence perception.  By working with these and learning to handle them properly our clients tell us that we meet their expectations consistently.

Timing

How quickly can our service be made available?  How fast is our initial response?  How reliable are we in delivering our promises?  How long does the service take?  How long does a client have to wait to see one of our consultants?

Fault Freedom

How accurate is our information and advice?  Do our consultants and support staff give consistent advice and information?  How tolerant is the client of detail mistakes?  How appropriate is our paperwork and the way we communicate?

Flexibility

How quickly can we recover from mistakes of our own making or of the clients' making?  To what extent can we deliver a different service for each client if necessary?  How quickly can we introduce and deliver new services?

Financial

How much does the service cost to the client?  How flexible are terms of payment?  Can third party finance be arranged if required?  What is the balance between our fees and the projected energy savings or other spin offs?

Style

What level of competence do our staff display?  How friendly, courteous, helpful and efficient are our staff?  Is there consistence in the image we represent?  Do we create the right atmosphere for our staff and clients to work effectively together?

Personal Control (client perceived)

How important do our clients feel when dealing with us?  Do our clients feel in control of the service they receive?  To what extent do we make service level and delivery clear to our clients? Does our process of service delivery appear equitable to all our clients?  Do our clients feel delivery times are too long?  How will our clients communicate with us?

Safety

Do we do all we can to ensure we create trust between the client organisation and ourselves?  Is confidentiality respected fully?

The above factors are worked into the way we interact and service the consultancy needs of our clients.  They act as a constant reminder that we must at all times see, design and plan our activities with the client being in the centre of gravity of our thoughts and actions, to serve their interests and to gain their trust.  To us this has become a natural philosophy and part of our make up.

We hope in this brief encounter we have shown you how important customer service is to us and how committed we are to getting it right.  When looking to appoint a new consultant the differentiating factor, given the right technical skills, often tends to be the client's perception of the consultant's ability to deliver at the right level of quality.  We hope we have demonstrated our commitment to exceptional customer service and that by discussing our approach we have helped you understand our service philosophy.