It’s Just Common Courtesy

Dear Internet Visitor:

Yes, I got your email regarding your MAS90 accounting system.

I also received your voicemail. The submission you sent via my web site came in too.

Then when you sent an email to verify I got your web submission. That arrived as well.

I called you back within the hour. You immediately conferenced me into a room full of people – all full of bad things to say about your current “expensive” consultant.

I’m sorry to hear you selected an implementation partner who you feel doesn’t know anything. I’m sorry that you feel they were expensive and that they over-charged you – though quite honestly the $2,500 you were quoted to train 10 people on a full ERP system doesn’t sound that unrealistic – and it even seems downright cheap.

But I suspect you know that and you’ve already figured out you got what you paid for.

Now you’re searching for a Hail Mary. Someone to follow along and fix things up — for the same (or hopefully less) than the prior “too expensive” consulting firm who underbid the project in the first place. (Tip: VARS underbid these because they’re under immense pressure to move boxes of software in order to retain their sales commission structure with the publisher. I write about this all the time. Too bad you didn’t start your search here).

I felt it my duty to tell you that our proposal would likely be about twice that amount – maybe more.

You kept nodding your head. It sounded fine that you’d have to pay to correct a problem. Honestly though I’ve learned that most people in your situation not their heads all the way up until the time that they see there’s a cost involved to fix a problem.

Then they disappear. Just like you did.

I don’t have a problem with that. It’s just that after spending well over an hour (plus proposal time) with you I think I’ve earned the courtesy of a “no thanks”. Instead what occurs is there’s no response to my inquiries of whether you have questions, received my proposal — or are even still alive.

Sadly I can’t say that your story is one I’ve never heard. On a good week I hear from about a dozen people just like you. Most have tales of how some consultant “did them wrong”. Unfortunately most of these companies never realize they only have themselves to blame for shopping solely based on price or a bidding system that works in the world of home building but is terrible for selecting ERP consultants.

I’m also sorry you weren’t ready for training when your consultants notified you the option you’d chosen (the lowest level of service) indicated it was time for a group session on your accounting system.

I appreciate the time that you spent with me on the phone for 45 minutes. I think i’ve correctly diagnosed the situation as one where you’ve elected not to pay your present consultant for any training beyond the basic introductory lessons they already provided.

So how can I help? A proposal? Sure – I’ve verbally told you that we’re not going to be cheaper than your current “too expensive” consultant. Yet you insist on a proposal.  I  just sent you a detailed outline of costs to do this the right way. I also explained this in full on the phone so there’d be no surprises. You insisted that i spend another half hour pulling together a formal proposal.

I’m not shocked that I haven’t heard anything after calling you again (which went straight to voicemail). You’re probably in one of those meetings that runs for three weeks and can’t take calls.

No reply to my inquiries. But please, next time you reach out for help from a consultant – have the decency to at least reply – “no thanks”. The reason that so many people looking for help on the Internet have trouble engaging with a consulting firm via the web is you’ve trained us all to expect that as soon as it’s time to make a decision about a paying service that you either disappear or use our detailed proposal to keep your current provider honest.

Signed,

Me

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Comments

  1. Always a good weekly read Wayne.

    ~Clint
    @cazoomi

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  1. […] with the rest of the class at The ERP Lifestyle Consultant, you might get the impression that web leads are less than worthless. MAS guru, social media maven and fellow Summit Diary blogger, Wayne […]