"THE DEPTH SOUNDER"
We offer one exceptional service for one exceptional price
The Depth Sounder is tried and tested and is the fastest, most efficient way to get in-depth qualitative feedback, delivered in a way that sinks in and creates clarity. This clarity will be the catalyst for positive change and momentum in your business.
It is impossible for us to predict what tone of feedback we will receive from your clients but you can trust that we will take you on a journey that culminates in the belief that feedback is a gift. Once you receive it you are much better off, because nothing has changed except now you know and you have the opportunity to act.
The Depth Sounder process is super simple, read below for an overview and give me a call anytime if you have questions or want to move forward with feedback.
HOW IT WORKS
1. Gear up for feedback
MEET AND START
This process is so much easier than people think. After our initial meeting or zoom, I send you a proposal. Once signed off we send you a client list template to fill in and a 'heads up' email to send to your clients to prep them for our call.
Timeline: As soon as you have your information ready you are added to our queue. Often we can begin within 2-4 weeks.
2. Learn from your clients
We email a summary of each client interview to you before the first workshop to give you a chance to read and digest the information.
* if we are presenting to a team we have management preview the feedback first
Timeline: Four weeks from beginning
3. Dive deep into feedback
WORKSHOP ONE - EMPATHY (2 hours)
Facilitated by Ange, we discuss each client interview. Client feedback is only one part of the story, this is a chance to get context and thrash out what's really being said and what it means for the business. No decisions are made, this is all exploration.
Timeline: Four weeks from beginning
4. Get to 'The Guts' - insights and action
WORKSHOP TWO - THE GUTS (3 hours)
A very interactive workshop facilitated by Ange, we present the key insights and considerations and help you build a 1-2 page Action Map with your decisions about what will happen next. These are categorised into 'Just Do Its' and 'Strategic Considerations'.
We also present:
Net Promoter Score
Customer Satisfaction Score
Timeline: Five weeks from beginning
What Lies Beneath offers a specific service registered with the Management Capability Development Voucher Fund. If you have less than 50 FTE's and fulfil other criteria you may be eligible for up to 50% discount on our services. Ask us for more information.
Note: the Depth Sounder varies slightly from what is stated for companies that receive funding.
THE DEPTH SOUNDER REPORT
Our clients make large and small decisions based on our work so it's important to us that you know everything we know. That is why our 100 page report starts with full transcripts of every conversation we have.
We know a 100 page report is daunting, which is why we include 'The Guts' which summaries the whole report, and we help you build your 1-2 page Action Map which is the culmination of the whole project and so you know exactly what you need to do next.
There are four stages of the full report (see below). You receive a hard copy and an email version too.
“Brilliant! I love what we got out of this!
To get this report at the end that is 100% usable too is incredible"
— Blake Currie, Marketing Manager, Smart Pack
“We liked the fast and furious approach, the whole experience was a good fit for us”
— Morgan Jones, MD, Veros
OUR ONBOARDING PROCESS
Our clients remark over and over again about how easy it is to get cracking with feedback. There are a couple of tasks you need to complete for us (client list and heads up email) then we can usually start within one month. We also commit to delivering the first workshop within four weeks of the start date - talk about fresh information!
Note: we now present two workshops, one week apart.
WATCH OUR VIDEOS TO LEARN MORE
WHY CHOOSE US?
People are more likely to speak openly, to tell an unfiltered version of the truth when interviewed by a third party.
The What Lies Beneath way is a well-crafted, proven and cohesive process that ensures a seamless experience.
All feedback is evidential and backed up by your client’s comments so you and your team will not dispute the results.
NET PROMOTER SCORE
We use the well-regarded ‘Net Promoter Score’ management tool to measure client loyalty.
The four report takeaways are for different levels of the business and designed so you can action the results yourselves.
ENGAGING AND VISUAL REPORT AND PRESENTATION
We present the report in person to you and we are confident that everyone will enjoy and learn from the presentation and the report will be referred to often. This is not a report that sits on the shelf, it comes to your staff, board and management meetings!
Like many New Zealand business owners, we’re sceptical when people use unnecessarily complicated language. We keep it simple.
Reports are back to you within one month of sending your heads-up email to your clients.
Once we agree on the questions and have your client contact list you won’t hear from us until we present your report (unless something urgent comes up).
WORK WITH YOUR TEAM
We can work in with your management team and consultants because we only do the feedback piece.
VALUE FOR MONEY
By investing in the ‘now’ and getting your foundations solid, you’ll save time, money and quite possibly, clients.
The full cost is outlined in our proposal, there are no hidden costs or unexpected extras.
Your clients will be well prepped (thanks to our interviewee process) so they’re ready to give candid feedback when we call. A phone call is the best way to get real, honest feedback from clients.
PROFESSIONAL AND A HUMAN!
Our positive and energetic approach ensures an enjoyable and constructive experience for everyone.
The person gathering feedback leaves an impression so it's important to have a professional making the calls. Ange is a true professional.
Feedback is gathered by someone with proven business experience. Your clients will appreciate speaking to someone on their level.
Presentations are always in person so any questions and clarifications can be answered on the spot.
DISCRETION AND CONFIDENTIALITY
The information we receive is privileged and treated with the utmost discretion.
CONSTRUCTIVE FOR YOUR TEAM
The What Lies Beneath process is designed to extract constructive feedback. This means the presentation and findings are a productive and positive experience for you and your team.
TURNING AROUND DETRACTORS
Don’t underestimate how well your difficult clients will respond to being asked for feedback. We have quite literally turned detractors into promoters on our clients’ behalf.
There is a real feel-good factor from gaining feedback, there will be so much positive feedback too.
If any feedback is urgent we will call you. In business, some things cannot wait.
You’ll be surprised what comes to light by having an in-depth conversation with your clients. Often our feedback generates business for our clients.