Engineering  •  Architecture •  Financial •  Technology •  Public relations
Research  •  Recruitment •  Institution  •  Healthcare •  Manufacturing •  Media

Engineering

Case 1

Situation

Principals of an engineering firm had traditionally done all the new business development for their firm. The firm wanted to increase their new business initiatives; therefore, they had to develop the Project Managers’ abilities to uncover new opportunities when dealing with existing clients in addition to becoming more proactive in looking for new business opportunities.

Action

The firm put all of its Project Managers through our Perception Selling Program to build their confidence in initiating the sales conversation, as well as uncovering new business opportunities with existing clients.

Result

As our program is very consultative in nature, not only did it help the Project Managers in winning business but it also improved their overall communications with their clients. The engineering firm decided that it would be a skill that most of their Engineers should have and, over several years, Ignite Excellence has trained most of their Engineers in our Influence Without Authority Program.

Case 2

Situation

After successfully developing Project Managers to feel more confident in the sales process, the need to develop all Engineers to communicate their expertise more confidently and credibly was required. Many of our client’s Engineers were feeling overworked, and often felt the approach that was being suggested to implement a solution may not have been the best option. The firm had calculated their possible losses to under-scoping a project and not collecting revenues on the revised scope and decided they must take immediate action to resolve these concerns.

Action

The firm invested in the Engineers’ abilities to tactfully and productively discuss a possible alternative to implement a solution with key decision makers (Principals, Project Managers) by putting the group through our Influence Without Authority Program. In addition, the Engineers needed to confidently communicate increases in cost due to changes either in scope or inaccuracy of the initial scope.

Result

Not only did the Engineers improve their ability to communicate with key decision makers and their peers, but also with their clients. In many situations, they uncovered additional opportunities to work with their client, thereby increasing revenue. In other cases, they proposed better recommendations than were previously suggested to get a project implemented effectively to meet their client’s expectations. Lastly, the Engineers felt empowered and although they were working extended hours, they felt their organization valued their contribution as it was investing in them and their future within the firm.

Ignite Excellence was told that the Influence Without Authority Program had been the most requested program amongst all of the firm’s development programs in over four years.

“We continue to get requests from our staff for the program and receive positive feedback from those who attended. To date, your course is the top-rated course with our staff who have attended it.”

Case 3

Situation

Consulting Engineers of Ontario (CEO), a not for profit association representing consulting engineering firms in Ontario, saw a need to widen its portfolio of training programs for its membership. In accordance with their mission of supporting the professional and business interests of its members, they felt it was necessary to offer communication skills development that would complement their existent technical training. The consequences of poor or miscommunication in consulting engineering are far reaching and costly to everyone in the value chain. The intention was to provide development in key areas of face-to-face communication that would help members win more business, create better stakeholder perceptions, and build improved internal communications. By investing in professional development programs, CEO wanted to highlight the significance of effective communication in consulting engineering and to provide a platform for their members to improve such a vital and often undervalued skill set.

Action

CEO, in partnership with Ignite Excellence, created a series of 3 training programs for their membership. In addition, Ignite Excellence contributes monthly influential communication articles to the CEO newsletter.

In June 2008, as a partner to the engineering industry, Suzanne Stevens, President & Founder of Ignite Excellence Inc., delivered a keynote address at the CEO’s Annual General Meeting in Toronto, entitled “Differentiation is in the Eye of the Beholder”. The focus of the keynote address was how to communicate your firm’s differentiators, and the consequences of not differentiating yourself and the firm from the competition.

Suzanne also spoke at FIDIC, the International Federation of Professional Engineers, in September 2008 in Quebec City.

Result

As a result of these initiatives and keynote addresses , the role of effective communication has come to the foreground in consulting engineering. Individuals from member firms have benefited from the training programs and several engineering firms have contacted Ignite Excellence to request assistance with both internal and external communication objectives.

Architecture

Situation

Principals of an engineering firm had traditionally done all the new business development for their firm. The firm wanted to increase their new business initiatives; therefore, they had to develop the Project Managers’ abilities to uncover new opportunities when dealing with existing clients in addition to becoming more proactive in looking for new business opportunities.

Action

The firm implemented our Presentation Excellence Program for all of its team members at various locations. The focus was placed on providing time-saving tools and building in-depth audience analysis skills that would better enable flexibility when presenting to diverse audiences, particularly when trying to win new business.

Result

By adopting an “audience first” mindset, team members are now prepared in delivering presentations that are more time efficient and client focused. The firm, as a whole, is now preparing presentations in a consistent manner and the team members’ improved comfort levels are providing them with the confidence to deliver ideas and make recommendations on behalf of the firm. Feedback from the firm - from junior team members to 30-year veterans - has been overwhelmingly positive. Business development presentations are now more specific to client objectives and improved individual delivery skills are enabling their team to consciously control client interactions and create the right impression when in the front of the room. Ignite Excellence’s Presentation Excellence Program is now a core development in-house tailored program within the firm.

Financial

Case 1

Situation

A major bank wanted to increase referrals from Financial Planners to Investment Specialists.

Action

Ignite Excellence conducted research to discover why there were not more referrals being directed to the Investment Specialists resulting in a tailored keynote address that focused on building the confidence and trust of the various stakeholders. Although many hot buttons were pushed, many of the experienced Investment Specialists realized one of the biggest challenges in increasing their individual performance was their inability to get out of their own way to uncover more business opportunities. The other realization was they should be more conscientious about building more strategic relationships with key groups of influencers.

The Investment Specialists requested training sessions. The bank therefore invested in a tailored two-day Perception Selling Program to be delivered to the top 25% of their high performers. This resulted in five additional Ignite Excellence programs presented across Canada.

Result

Over the course of a year, their entire team achieved a 20% increase in wallet share! The top performers who were trained by Ignite Excellence increased a consistent 6% more than the Investment Specialists who did not receive training sessions

Case 2

Situation

A capital lender, with a strong belief in setting new employees up for true successes, has been working with Ignite Excellence since our inception in 2003.

Action

As the new Assistant Account Managers developed, so did the programs Ignite Excellence tailored to meet the specific requirements of our client. All new employees in an Assistant Account Manager role are now required to attend a tailored three-day Perception Selling Program. After attending the program, they are required to attend a Presentation Excellence Program to improve their one-to-one presentation skills. Assistant Account Managers are also required to take a cold calling program - Connecting with the Call - which provides them with skills to access new, untapped business opportunities. In addition, a customized Influence Excellence Program was developed for their more experienced Account Managers.

In addition, due to the overwhelming response to our programs, French editions of the above programs, which were previously offered by another provider, were awarded to Ignite Excellence.

Result

We have had a very successful relationship with our client for over five years.
Many of the individuals that Ignite Excellence has trained over the years have returned for additional training throughout their careers from various positions within the organization.

Technology

Situation

A growing technology company with diverse stakeholders - investors, US government, and aerospace companies - needed to gain momentum with their new technology. In addition, they wanted to ensure they were projecting themselves and their brand in the most professional manner possible.

Action

Ignite Excellence was commissioned to conduct a Presentation Excellence Program for their executive team to improve their overall presentations to stakeholders. The face of the organization - the CEO - had a unique situation and therefore wanted one-on-one coaching to assist in raising more funds for the company.

The founder of the organization - a thought leader - required coaching on how to communicate his vision with his internal team as well as the implementation process of a new technology. We implemented influential communication sessions with the CEO to assist him with his flexibility when communicating to his colleagues. Over the last five years, their company has continued to grow, and Ignite Excellence has trained their sales team in our Perception Selling Program and continues to be re-engaged.

Result

Below is some feedback we have received from our client:
“(The company) is a strong believer that everyone in life needs a coach who can help sharpen their skills and knowledge in the areas that matter the most to them. Ignite Excellence has been an integral source of inspiration and guidance to our senior staff in the areas of public speaking, presentations, and sales.”

Ignite Excellence's experience and knowledge comes through in their coaching. Their approach not only covers presentation skills, but in the course of preparing our team for key events, they also helped us focus our messages to make the biggest impact possible on our audience.”

Ignite Excellence has helped boost our team’s skills and confidence, which we believe has had a direct impact on our effectiveness and credibility in the marketplace, be it during customer meetings, public speaking events, or investor presentations.”

Public Relations

Situation

A firm wanted to continue to invest in their employees to make them leaders in winning business. The firm implemented a proactive sales initiative. One of the solutions was to ensure that each Consultant was presenting professionally, persuasively, and consistently to their clients. The other solution was to promote a more proactive initiative in developing new business.

Action

Every Consultant in the firm was required to take our two-day Presentation Excellence Program and our two-day Perception Selling Program.

Result

As a result, the firm continued to increase their business wins year after year. In addition, there was a marked increased in the Consultants’ confidence in approaching new business.

The Ignite Excellence Perception Selling Program demystified the role of winning business for Consultants who had not gone into public relations to be sales people. Individuals increased their confidence in pursuing new business and in conducting influential meetings.

Participants were also more confident when consulting with their clients, as their skills were further developed and sharpened to uncover new opportunities with their clients while building stronger relationships by providing the best solutions based on each client’s objectives.

Research

Case 1

Situation

An international research firm had three objectives:
One, they wanted to improve the skills of their Consultants, not only to more effectively present findings to their clients, but also when consulting with their clients one-on-one in advising them on which would be the best research to conduct to meet their objectives, thus improving their overall business performance and achieved results.

Secondly, they wanted to accelerate the development of new Associates by developing both their presentation skills and internal communications. The firm wanted the presentation solution to be woven into their present processes and approach.

Thirdly, they wanted management to continue to coach the development once the Ignite Excellence training had been completed.

Action

Ignite Excellence created a Consultative Communication Program* while highlighting specific client interactions. With the extensive internal research conducted by Ignite Excellence, we were able to bring relevant situations to the three-day program. Continued communications with Managers following the program implementation allowed for tweaking of the program, and/or highlighting of any specific situations for the program participants.

In addition, Ignite Excellence created an Introductory Presentation Program which complemented the research company’s basic presentation program. This was a one-day solution prior to implementing the three-day solution.

Junior Consultants were also required to go through a one-day communication session prior to being eligible to participate in the Consultative Communication Program.

A coaching program was also developed for each of the Ignite Excellence solutions. Once the Managers had participated in a specific program for a specific skill, they then participated in a Coaching Excellence Program for their specific skill set. Tailored role-plays for providing feedback and reinforcing the coaching internally were the primary focus.

Result

As a result, after a few years of training, the client brought the programs in-house and the Ignite Excellence programs became part of their internal culture.

*Note: The Consultative Communication Program is now referred to as the Influence Without Authority Program.

Case 2

Situation

A member-based bureau engaged Ignite Excellence as they needed a greater focus on their members’ specific needs. Their tendency was to work in a reactive way, rather than to proactively drive business discussions and follow through to ensure their members received the information they were seeking.

Action

Ignite Excellence provided a solution by delivering a tailored Perception Selling Program to their Account Managers, with heavy emphasis being placed on its members and their business objectives. The design objective was to encourage a shift in the mindset of Account Managers from merely being “information providers” to taking on a more consultative role for their membership.

Result

“'It’s all about the client’ has become our mantra”, states one company executive. She continues, “We have incorporated our members’ success stories (their business results) into our weekly meetings and take time to understand the good work being done by the account team to support the members – this results in better sharing of ideas and approaches, while celebrating the processes we will always work hard to make as good as humanly possible.”

Another executive states, “The account team has gained confidence in its ability to help members with their business needs and decision making. While this was something they had started in the past, they rarely followed up or got a sense of the members’ decisions and business results. The follow-up sends a clear message to the members that we are interested in their business and have the skills to provide this level of consultation.”

Recruitment

Situation

The client was introducing a significant increase in their pricing structure over a six-month period. The company engaged Ignite Excellence to assist their sales people in introducing this sensitive issue to their clients. “Our primary objectives were to provide a sales training program that would help our sales team confidently communicate a significant shift in our business model and deal with any objections that may be encountered.”

Action

“After gaining a thorough understanding of our business problems, Ignite Excellence developed a tailored program to address our requirements.”

The survey and discussions with the Sales Representatives uncovered the real challenges with the price increase. The Sales Representatives were less concerned with how the client was going to react, but more concerned with their level of confidence in communicating the change. We implemented a tailored program utilizing specific challenges the company’s sales force felt they would confront with the dramatic price increases.

In addition, Ignite Excellence addressed the issues that the Sales Representatives had with the increase and, through our methodology, demonstrated that the increase may not be as concerning to the client, but that the Sales Representatives themselves had a pre-conceived idea of how the client was going to respond, thereby limiting their sales ability and impact.

Result

The Sales Representatives no longer held onto their personal pre-determined beliefs of the possible outcomes and the company was able to implement a price increase strategy that “…enjoyed favourable Q1 results. The investment we made in Ignite Excellence's Perception Selling Program has had a positive influence. I would recommend this program to any organization that wants to invest in their sales team and see measurable results."

Institution

Situation

An educational institution wanted to implement professional communications development for the President of a College. Developing influential presentation skills was not of interest to the President; however it was believed to be a necessity among the administration team.

Action

Through diplomatic initiatives, Ignite Excellence was able to conduct Presentation Excellence Program training for several of the administration team members as well as the President with winning results. The President’s improvement was so enormous, and within such a very short period of time, that the administrative team felt they could finally implement some of the major marketing initiatives towards increasing enrolment at the College.

Result

Although we were unable to track the result of this initiative, we did receive favourable feedback from all participants. Following the Ignite Excellence training he received, the President polished up his presentation skills remarkably as well as noted a marked increase in his overall confidence - which was also noticed by his colleagues - in his abilities to influentially communicate.

“I wanted to take a moment to thank you for delivering such an excellent program. You not only know your stuff – you put it into practice as a living example! I also appreciated your sophistication and energy. I hope this is the beginning of an ongoing relationship where we continue to work on our presentations/speeches with you. I take a lot of training programs, but this is the first time I really feel like I got real value for my money and that I will use the training every day. You are very good at what you do and I will recommend you strongly to others. Thanks again and best wishes.”

Healthcare

Situation

An organization in the healthcare sector supports their Consultants, tasked with funding allocation in the province of Ontario. The Consultants are responsible for establishing and defending their position to a variety of stakeholders including members of the community, hospitals, clinics, and government. Every stakeholder is profoundly affected by the organization’s decisions, leaving Consultants with the responsibility of managing multiple expectations, negotiating diverse agendas, and defending their decisions. The Consultants had to present to and interact with individuals and groups who could become hostile and uncooperative if they felt their position had either not been heard or not been clearly understood. Consultants often found themselves in situations with challenging stakeholder groups at both the community and health service provider levels. The organization perceived a strong need to build their Consultants’ skills to better manage stakeholder relationships when presenting recommendations and/or interacting to understand stakeholder perspectives.

Action

The organization implemented Ignite Excellence’s three-day Presentation Excellence and Influence Without Authority Programs, followed-up with refresher sessions. The focus of these programs was to assist the Consultants in building skills to better understand stakeholder positions as well as to enable more effective stakeholder outreach, engagement, and communication at a local level.

Result

Since the rollout, there has been marked improvement. The Consultants have experienced less hostility and increased buy-in from stakeholder groups through more effective message delivery. In addition, there has been an increase in self-confidence when dealing with politically-charged and challenging groups as well as a growing acceptance of the organization as a whole within the healthcare sector.

Manufacturing

Situation

After seven manufacturing companies across North America merged, company executives determined there was a wide variety in the skill sets and abilities across their sales force. In addition, many of the Sales Representatives were focused on relationship management, as opposed to achieving business financial measurement targets. The manufacturer was performing well in a competitive arena, but wished to perform above the industry norm.

The manufacturer engaged Ignite Excellence to instill a professional sales function across the entire sales group with the ultimate goal of improving profitability.

Action

Ignite Excellence provided a five-stage solution. First, the entire sales force underwent a three-day Presentation Excellence Program, delivered locally within each region to minimize travel costs and work disruption. The program was designed to improve the consistency and professionalism of the manufacturer’s presentations and pitches. Emphasis was placed on promotion of the manufacturer’s brand in order to help create a corporate identity within the team and on communication techniques to more persuasively deliver the manufacturer’s corporate message.

Next, the Sales Representatives participated in a three-day Perception Selling Program. Here, emphasis was placed on persuasive selling techniques and on unearthing the factors that could be used to differentiate themselves, their offerings, and the manufacturer as an organization, in order to successfully compete in today’s crowded marketplace. Regional market variations and different distribution systems were taken into consideration during program delivery.

The third stage of Ignite Excellence’s solution involved reinforcement and refresher programs to be attended a few months following the skills and learning developed in the first two stages.

The fourth stage was a tailored, comprehensive Negotiation Excellence Program which empowered the sales team to stop falling vulnerable to price negotiations and empowering their clients with additional business service offerings.

The fifth and final stage was to work with the service team to develop their skills in dealing with their long-term clients. The Service Representatives took orders and organized orders to ensure they were processed on time. They required development in their skills to deliver bad news, cross sell and update their clients in a confident manner.

Extensive interviews of individuals and management at each stage helped uncover the key gaps in competencies, which allowed Ignite Excellence’s Consultants to focus on the specific skill developments required to improve each individual’s performance, thus maximizing the value of the manufacturer’s investment.

Result

After participating in our programs, one seasoned Sales Representative wrote,“I have been in this business for over 40 years and this is by far the best training (I have) received! There was not a minute of time wasted. I am excited as I move forward feeling confident because of this session.”

Another senior level Representative said, “I found the program extremely effective. I absolutely see this changing the way I do business.”

Ignite Excellence’s programs gave them the tools and techniques to use a more sophisticated approach to selling, rather than the traditional transactional approach. In addition, participants realized they had been relying too much on the relationships they had fostered with their clientele from the past for their sales rather than using their relationships to realize what was most important to their customers and sell to them accordingly.

Media

Situation

A major media company with locations across Canada examined its current sales training program and felt it needed a more sophisticated approach to sales.

Action

The company commissioned Ignite Excellence to implement a tailored long-term integrated solution that would build year after year. Each of the regions had different levels of media knowledge, unique business circumstances, varying professional experience within their individual sales teams, and previous levels of received training; therefore, a unique approach was required for each region. Ignite Excellence conducted extensive interviews with the management team of each region and created unique objectives and role-plays for each region based on the insight acquired by the Managers and the participants. As a result, 18 programs were implemented in two and a half months across Canada!

Prior to rolling out the programs across the country, all of the Sales Managers went through a three-day Leadership Excellence Program to assist them with their visioning, presentations, organization skills, and coaching of their teams as well as coaching of each individual.

Ignite Excellence’s Leadership Excellence Program, Perception Selling Program, and Negotiation Excellence Program along with multiple refresher programs, have been successfully implemented to date.

Result

Although the company has not tracked the direct increase in sales as a result of Ignite Excellence’s training, the company has reported an increase in overall sales. Some of the techniques trained have resulted in direct results in receiving a client meeting, winning the business, and effectively negotiating a deal. Many of the company’s Managers have also incorporated many of the tools in their weekly internal training sessions. Following our training, Ignite Excellence created “Ignite Insights”, post-program tips that are sent to each participant twice monthly.