THE DEPTH SOUNDER

We are known for ONE exceptional service ...

Ultimately our clients want to get to the guts of their client experience so they can make improvements.

To get there we need to take three important steps.

1. Evidence

We interview your clients using our framework that enables them to speak freely

2. Empathy

We create a summary of each client interview and share and discuss these with your team (after a management preview session)

3. Insights

We analyse the feedback through the What Lies Beneath way to produce prioritised and themed insights backed up with client comments 

It's only then that we get to THE GUTS.

4. The Guts


We harness the feedback into a raft of useful tools for your business. By the end of our workshops you have a live actionmap that has input and buy-in from your whole team who will be inspired to get cracking and make positive changes.

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THE DEPTH SOUNDER EXPERIENCE

What Lies Beneath offers services that are 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.

HOW IT WORKS

Ocean

INTERESTED IN FEEDBACK FOR YOUR BUSINESS?

It is as simple as picking up the phone and giving us a call.
 
We're always happy to chat and to help figure out if our feedback is the right option for you.

Watch our videos to learn more

THE DEPTH SOUNDER WILL HELP YOU:

IDENTIFY

You'll receive client insights, knowledge and data about who you are, what you do and how you do it 

ACT

You'll have facts at your fingertips that will help you make decisions about what to do more or less of to grow your business

PROFIT

The feedback will order priorities so you'll know where to start to make the biggest impact to your bottom line

INSPIRE

Our report and  interactive workshop are designed for maximum 'sinking in', so your team will be on board with changes

we present to 

MANAGERS 

AND staff

the workshop is your catalyst for change

Reports don't create change. Learning does. We show cause and effect of current processes and behaviours. The learning sinks in because the feedback is gathered objectively, from clients they know.

Your

report is 

for your 

future

evidence fast-tracks decisions

Your report is designed for what happens next.

You'll have the facts and data at your fingertips.

You can sense check objections, ideas and solutions to ensure you make changes that matter to your clients.

 

wE leave you to it

follow-up 

Most of our clients have switched-on management teams, so our job is to provide client feedback with specific outcomes so they can implement change themselves or bring in specific expertise as needed.

THE INTERVIEWS

anonymous feedback?

No. We carefully frame the invitation for feedback so your clients know their candid feedback is helping you.

phone or in-person?

Interviews are conducted over the phone unless requested otherwise. We believe phone interviews give the best results.

How many interviews?

We work with you to confirm the number of interviews required for your needs and type of business.

what type of cLIents?

We encourage a mix of your best, your middle and your most challenging clients. But this can change depending on the end goals.

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WHY CHOOSE US?

QUALITY SERVICE

 OBJECTIVE

 People are more likely to speak openly, to tell an unfiltered version of the truth when interviewed by a third party. 

CRYSTAL-CLEAR PROCESS 

The What Lies Beneath way is a well-crafted, proven and cohesive process that ensures a seamless experience.

EVIDENCE BASED

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.

 

 PRACTICAL REPORTING 

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!

SIMPLICITY

EVERYDAY LANGUAGE

Like many New Zealand business owners, we’re sceptical when people use unnecessarily complicated language. We keep it simple.

 

TIMELY

Reports are back to you within one month of sending your heads-up email to your clients.

 

NO DISRUPTION

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. 

 

NO SURPRISES

The full cost is outlined in our proposal, there are no hidden costs or unexpected extras.

 

PHONE CALLS

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!

SURPRISINGLY ENJOYABLE

Our positive and energetic approach ensures an enjoyable and constructive experience for everyone.

PROFESSIONAL

The person gathering feedback leaves an impression so it's important to have a professional making the calls. Ange is a true professional.

 

SUPERIOR FEEDBACK

Feedback is gathered by someone with proven business experience. Your clients will appreciate speaking to someone on their level.

 

IN-PERSON PRESENTATION

Presentations are always in person so any questions and clarifications can be answered on the spot.

DISCRETION AND CONFIDENTIALITY

The information we recieve is priviledged and treated with the utmost discretion.

CONSTRUCTIVE FOR YOUR TEAM

CONSTRUCTIVE

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.

 

POSITIVITY

There is a real feel-good factor from gaining feedback, there will be so much positive feedback too.

 

RED FLAGS

If any feedback is urgent we will call you. In business, some things cannot wait.

 

OPPORTUNITIES TOO

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.

WHAT LIES BENEATH

© 2018 by What Lies Beneath

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STAY CONNECTED

What Lies Beneath works with clients throughout New Zealand.

 

Subscribe to our monthly blog to keep client-feedback (and ocean adventure) on the radar. 

CONTACT

ANGE WALLACE

Founder | Client Feedback Firebrand 

 

Phone.

021 636373

 

Email.

ange@whatliesbeneath.co.nz

 

Location.

Harbour Drive,
Otumoetai, Tauranga