The Jill Raff Group

BACKGROUND

Please describe your company and your position there.

I am the founder of Kim Sutton, Positive Productivity. Our focus is on empowering broke and broken entrepreneurs with the systems and support they need to take their business to the next level.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire The Jill Raff Group?

We hired them for business consulting as well as customer experience consulting.

What were your goals for this project?

Our goal was to improve our customers' experience so that referrals would increase.

SOLUTION

How did you select this vendor?

We met at a networking group.

Describe the project in detail.

Jill (Founder & Customer Experience Strategist, The Jill Raff Group) and I had many calls during which we broke down communication, expectations, deliverables, and other areas where systems and standards could be improved and/or implemented. We also focused on team member experiences, as a happy team makes a happy business.

What was the team composition?

Jill and I were the only team members on this project.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Jill helped me to take a step back and see all of the factors which were affecting my client satisfaction. For example, under-charging for the services we provide meant we had to take on more clients, which, in turn, meant each client received less attention. I saw that a small adjustment to pricing could have drastic (positive) effects on the business—and it has! Clients are happier, and more referrals are on their way!

How effective was the workflow between your team and theirs?

Jill was extremely responsive, and, from my standpoint, any workflow bottlenecks were my fault.

What did you find most impressive about this company?

Jill knows how to say what you need to hear in the way you need to hear it. She also has an ability to peel back the curtains and see what's really going on, even if I couldn't because I was too close.

Are there any areas for improvement?

No, not at all. Keep doing what you're doing, Jill!