professionalism: has technology changed what clients expect?

Professionalism: Has technology changed

what clients expect?

What You Need to Know to Build Business Success!

Presented by Diane M. Harris

D. M. Harris Associates

April 12, 2023 D. M. Harris Associates 2

Our time together

How this topic arose You’ll take the short survey Explain the research conducted Findings of research conducted with clients &

suppliers; data and qualitative Tips to improve how clients view you as a

professional


Professionalism

Professionalism Committee’s annual presentation

Change it up and get more practical My personal observation over my career

We’ve gotten more casual Was it because of the speed of business? The Internet? Or just what?

Let’s see what you think

Let’s do the survey!


About the research

Did Qualitative prior to Quantitative Sources of respondents – not random

My clients, QRCA friends and their clients LinkedIn – nine different groups

Responses from around the world Asia, Romania, France, Spain, United Kingdom,

Australia, Mexico, South Africa and Canada


About the survey

244 responses 59 clients and research buyers (55 actual

qualitative research buyers) 185 research suppliers

45 pages of comments! Many e-mailed or left appreciative comments Hypothesized younger would react differently

I was wrong


How much has the face of professionalism changed throughout your career?

Jack Welch


Supplier Viewpoint

13.5%

44.9%

26.5%

10.8%

4.3%


Client viewpoint

11.9%

52.5%

20.3%

8.5%

6.8%


Comments

It seems like time & money is an excuse to forget professionalism

People are more casual now, which isn’t always good

Expectations of instant response have led to communication without critical thinking

“Formalism” has changed, but not professionalism

This was my hypothesis that the Internet was the

cause

So this was a key question


With the inception of the Internet, has the increased informality in

communication been a help or a hindrance

to professionalism in our work society?


I blame

Jerry Springer


He gave the green light for bad behavior to be acceptable


Supplier Viewpoint

49.7%

50.3%


Client viewpoint

39%

61%


Comments

I appreciate the more efficient information transfer . . . More details come faster

When done properly, the informality invites engagement, but the lack of discipline has hindered quality of thinking and quality of communication

It can tend to not be respectful of another’s time/schedule, is interruptive and undermines professional presentation.


If you receive written correspondence from a supplier that has typos, text/Internet abbreviations or incomplete sentences, does that affect your decision to do business with them?


Supplier Viewpoint

89.2%

10.8%


Client viewpoint

89.8%

10.2%


Comments

Demonstrates sloppiness, a lack of thoroughness and commitment

If I KNOW them, I can forgive some typing errors. If I DON’T know them, typos can cast a bad impression

Mrs. Roland is still whispering in my ear that “your writing is a reflection of your competence.” I believe it!


Tips for You

Type e-mail like a business letter Keep it short and simple Don’t just use spell check; proofread it Don’t send an e-mail when angry Don’t send anything confidential via e-mail


When having a face-to-face conversation with a business associate or supplier and they take a cell phone call that is not an emergency or text during your conversation, does this affect your impression of their professionalism in a negative way?


Supplier Viewpoint

96.8%

3.2%


Client viewpoint

96.6%

3.4%


Comments

That would be the last conversation I had with them

When you are in the meeting, you are IN the meeting

It tells me they don’t have good manners and I’m not important to them

I’ll ask the person to leave the meeting Non-urgent calls are unforgivable, but it’s

important to be flexible and allow urgent calls


Tips for You

Be ALL there Keep it private Learn to vibe Alert them if expecting an urgent call; excuse

yourself


If the following business actions occurred, would it affect your decision to do business again with a supplier?

Deliverables and deadlines were

not on time Costs were +10% higher

than bid Quality of deliverables

did not meet your

expectations


Supplier Viewpoint

97.8% 78.6% 96.8%

2.2% 21.4% 3.2%

Deliverables Costs Quality


Client viewpoint

91.5% 76.3% 100%

8.5% 23.7%

Deliverables Costs Quality


Comments

If a study runs long, the recruit more difficult, etc. first check then add 10% is okay, but deadlines and especially work quality is not negotiable.

Sometimes higher costs are justified by client actions

Higher costs I can live with as long as I’m informed while the study is going on and given options


Tips for You

Keep your word; Integrity, integrity, integrity No surprises, inform client of changes before

the fact Return phone calls and e-mails promptly Take ownership and responsibility for your

work You don’t know if your client will be the

forgiving type, so strive for 100% on time, on budget.


How important is the appropriateness of a supplier’s clothing attire and grooming in

your decision-making about what supplier to use?


Supplier Viewpoint

28.1%

57.3%

14.1%

0.5%


Client viewpoint

18.6%

52.5%

25.4%

3.4%


Comments

Don’t smell bad or have dirty fingernails First impressions mean something. They don’t need

to come in a suit and tie but they need to look neat and know what they are talking about.

I consider it very demeaning if the supplier is not appropriately dressed

“executional distractions” are not helpful, if all else is equal, then certainly the one with fewer wardrobe malfunctions would get the business.


Tips for You

You are a brand; anchor yourself in a stable image Business casual; think business first, casual second Dress for the job you want Err on the side of formality Mirror or better the client’s dress code Invest in quality not quantity; shoes, pens, briefcase,

handbag Showing up unshaven, wet hair etc. signals

unorganized, lazy or lack of respect


If you travel by air and the supplier upgrades to first class because they

have a premier frequent flier status and you sit in coach, does that affect your

impression negatively of them?


Supplier Viewpoint

68.1%

31.9%


Client viewpoint

27.1%

72.9%


Comments

It shouldn’t matter but it does It would be nice to have the time to discuss

business, but I wouldn’t begrudge them the upgrade

I would love it if they would offer me their seat or to switch halfway; nice and professional gesture

Personal manners count Good for them!


Tips for You

Think of the relationship first You don’t know which viewpoint your client

might have Err on the side of generosity (who is paying

the bill) Use your judgment


How important is a person’s etiquette in your decision-making

about what supplier to use?


Supplier Viewpoint

50.3%

45.9

3.8%


Client viewpoint

39.0%

57.6%

3.4%


Comments

You have to sell yourself! You are the product you are selling.

I will not do business with a slob no matter how good the person is

It’s very important that a vendor know how to conduct or participate in a meeting, e.g. weirdness is a death-knell

Similarly to clothing, if it were really bad, it would make me wonder about them


Tips for You

Dining & Entertaining Go with what you know Choose table in advance Settle the bill early Talk business later Don’t order food that’s hard to chew or cut Don’t overindulge in food or drink The guest orders first All guests should be served before eating


Formal Dinner Place Setting

1. Napkin 2. Fish Fork3. Main Course Fork4. Salad Fork*5. Soup Bowl and Plate

6. Dinner Plate 7. Dinner Knife8. Fish Knife9. Soup Spoon10. Bread and Butter Plate

11. Butter Knife 12. Desert silverware13. Water Glass14. Red Wine Glass15. White Wine Glass


Tips for You

Proper etiquette Ask open-ended questions Don’t start sentences with “I” continuously Send a thank you note, hand-written Don’t interrupt Profanity=less about the language and more

about caring about others Ask, “May I give you my card?”


Client Respondent Information

93.2% 6.8%


Supplier’s work experience

1.1%

8.6%

8.1%

82.2%


Client’s work experience

5.1%

10.2%

18.6%

66.1%


Let’s be PROS

Put others first Relationships are the key to success On your honor, on time and on budget Show respect for yourself, it instantly shows

respect for others

Thank you!

Diane M. Harris

D. M. Harris [email protected]

professionalism: has technology changed what clients expect?

Documents

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