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Increasing Fees, Decreasing Labor

Increasing Fees, Decreasing Labor

Technology companies, and Apple in particular, are increasingly providing bare bones instructions with their products. Generally, they don’t say much more than “Welcome to your new MacBook,” you choose a language, and that’s that. This is true for their entire computer line, iPads, iPhones, and iEverything Else.

They are trusting three possibilities: 1) The new owner is already computer-savvy (and, more importantly, Apple-savvy); 2) The new owner has access to friends who are in category 1; 3) The new owner will struggle through online instructions, chat rooms, and even visit a Genius Bar to sort things out.

And they’re right.

The various equipment updates itself and prompts you when you make an error or fail to heed a warning. The companies are relying on the customers using their time, so that the producer doesn’t have to create laborious manuals and tutorials—and use their time.

Why, then, can’y consultants rely on their clients to do the work we advise them to do? Our clients use electronic media and are familiar with these same conditions. Aren’t they able to conduct studies, perform interviews, design and deliver training, and coach each other? I know this sounds like heresy, but it’s only threatening to those who believe their true value is in their presence and delivery, as opposed to their advice and access.

Take a page from modern technology, and expect your clients—who operate heavy equipment, conduct research, and engage in complex financial transactions on their own—to be able to follow your prescriptions and directions. A doctor prescribes medication, but neither prepares it nor delivers it. Why do you?

Consider the chart below. If you want to lower your labor intensity, stop cutting the client’s food up and expect that they can feed themselves once you provide the diet.
Screen Shot 2016-01-01 at 11.23.57 AM

© Alan Weiss 2016

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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