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
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
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.
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
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:
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 98% of our clientele is
repeat or referral business.
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?
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.