Success Sciences : Frequently Asked Questions

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Frequently Asked Questions...

Why do companies engage Success Sciences?
Since 1986 the Top Reasons for Engaging Success Sciences have been:

Clients with very aggressive goals needed big gains in measurable sales and collections results fast.

Our clients were experiencing dissatisfaction among their customers leading to costly complaints and customer defections which required powerful solutions.

Clients sought us out after becoming aware of the damage that front line sales and service people were doing to their brand because of inconsistent performances (inconsistency in how routine questions, problems and opportunities were being handled across sales, service or support functions in their companies).

Clients calculating or believing they were “leaving money on the table” with most customers.

Clients calculated the hard and soft costs of low production of new hires and needed a way to dramatically accelerate speed to standard in an effort to reduce this huge recurring cost.

Clients calculated the high costs of employee churn. Among the root causes identified were poor selection practices, poor training practices and poor performance management practices. Typically in these environments very challenging competencies were required for success. Thus predictable early failures, low confidence by the workforce and ultimately churn resulted.

The realization that poor performance management was the cause of getting very weak returns on a substantial frontline training investment.

Compliance issues that represented significant legal vulnerabilities if frontline contact people didn’t consistently deliver required disclosures or use required practices. conversation (sales, service, and collections) and needed a way to capture the opportunities that were clearly available to them.

I haven't heard of you, how long have you been in business?
Since 1986, we have been providing training and consulting services to the Fortune 1000 that enable these organizations to define a powerful sales and service strategy, and the means to implement that strategy effectively. Over the years we brought service skill sets to the tech support world and in 1999 we began working on effectiveness in collecting with extraordinary results.

What is your training philosophy?
We want to make a difference in the performance of your employees at all of your points of customer contact. On the surface the solution is to train your people in new or different skill sets and create competencies that they don’t have. It’s important to know that we see the world more systemically than not. In doing so we know not every problem requires a training solution, however when it does, it’s critical that the training intervention and the training investment have a significant measurable impact. All of our training solutions are a process with a distinct before, during and after rather than events designed to get high marks on “bingo cards” at the end of a class. We begin with assessing the issues and opportunities in your situation and then craft a custom solution with you, using a proprietary approach we have been honing since 1986. We need to solve the RIGHT problem with the right solution (training or not) to achieve your desired results. Many training solutions are really “training activities” and become an expense rather than an investment with clear ROI.

We’re most interested in working with clients who understand training is about getting a specific behavior change and requires an effort beyond getting the budget for a training event. We also want to work with clients who ultimately want to drive performance results that include the consistent delivery of their brand promise and not simply get sales people to ask for an order or service people to be polite. We consider that level of performance “table stakes” and not enough to differentiate you in an environment where competitors with ever increasing challenges to stand out from the pack. We want to share more with you about the pitfalls and problems with most training efforts and what to do about it.

What industries are represented in your list of clients?
Examples of the industries that we have worked with include:

Bankcard

Airlines

Utilities

Financial

Hospitality

Healthcare

Technology

Cruise Lines

Car Rental

Telecommunications

Retail

Pharmaceuticals

How much of your business is repeat business, i.e., your solutions deliver results that cause clients to hire you again?
We have an outstanding track record of meeting—and exceeding—our customers' needs. Our commitment to our customers' success and satisfaction is demonstrated by the fact that over 90% of our clientele is repeat or referral business.

Are your solutions fully customized for each client or just "off the shelf" solutions modified with 'find and replace' changes?
All of our solutions are highly customized. We have a very robust process and will be happy to share it with you upon request. We will also share how the customization process dovetails with other aspects of our unique solutions including the design of deployment strategies that accelerate the behavior change, setting the stage for major initiatives, using a communication drop strategy and establishing the conditions for accountability.
What is a Voice Based Simulation Learning System?
Communication Coach^®, a voice based simulation learning system, is the most powerful simulation-learning system available designed to build interpersonal skills. Using customized scenarios built from real conversations, it simulates inbound and outbound customer calls or any in-person conversation. It incorporates your best practices to dramatically improve the skills and confidence of your employees in all of their points of customer contact. We also offer choice based simulation systems to help people master effective decision making through a complex process including long sales cycles.
Is Success Sciences, Inc. a consulting company or a training and development company?
Success Sciences is a performance improvement firm that helps its clients develop the strategies, skills and behaviors they need to build more profitable and loyal customer relationships. We assess both constraints and enablers as part of any improvement process. We have the track record, expertise and resources to assist our clients in crafting the highest leverage strategies for achieving their objectives then move into execution by supporting clients in selecting, training and performance managing their employees to more consistent performances and resulting profitability.
Do you have a list of reference companies I may contact?
Out of respect for our clients' confidentiality, we don’t publish this information. However, we will gladly provide this information with our clients' explicit permission at the appropriate time.
How can I learn more?

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