“We see things not as they are; we see things as we are.”
(Fran Lebowitz)

The FreshEyes Review® is a direct meeting between a Tenacity representative key decision makers at your client accounts. The interviews are designed to assist Tenacity's clients in understanding the status (degree of risk or opportunity) of their current accounts and relationships.

How does it work?
One-on-one interviews are conducted at your client’s facility with the client personnel you select to be interviewed. Naturally, the personnel you choose should be in a position of authority and/or influence over the contract. These interviews last from thirty to forty-five minutes each.

What do you talk about?
The conversations include discussions regarding the client’s expectations, the quality of the relationship between the people representing the organizations and the issues surrounding the technical delivery and service of your company. All interviews are recorded and transcribed.

How is this process perceived by the client?
Almost without exception, they perceive the process very positively. They are both impressed and flattered that you care enough to have invested in seeking their opinion and feedback. Tenacity leaves them with a highly favorable and professional impression of the meetings.

What will we receive as a result of investing in the FreshEyes Review Process?
You will receive a written report within ten business days of the last interview, which will detail the conversations. The report will highlight the most important points the client made, as well as the client’s concerns and/or compliments. Tenacity also provides you with our impressions of the overall situation at the account and the issues we believe may threaten a current relationship.

"New sales are celebrated in the boardroom…lost accounts are whispered about in the washroom."
(Anonymous)

There are times when clients just aren’t sure why they’ve lost a proposal, or worse, a key client. Tenacity believes it is even more important to understand and learn from the true reasons for losing clients, as it is to toast and celebrate the addition of new ones. Tenacity offers a service that provides an independent, objective perspective on why the loss occurred… from the client’s point of view. This is accomplished with the PostMortem Audit^SM.

The PostMortem Audit is a qualitative research technique designed to assist service management companies in understanding the reasons for a lost contract or sales proposal. The interviews are similar in structure to the FreshEyes Review and provides the same level of actionable output designed to help prevent future losses.

In both FreshEyes Reviews and PostMortem Audits, Tenacity is able to provide you with a perspective that is very likely to be somewhat different from that of your management team. Combining their experience with the perspective we provide, usually results in new insights that can be used to manage other accounts or the sales process more effectively.

"If you can’t keep the customers you have, you don’t deserve any new ones."
(Scott Cook, Intuit)