Providing an on-point, creative solution that increases a client’s return on technology investment and produces the Raving Results we constantly seek to deliver.

The Client: Barbieri Law Firm

The Account Representative: Jason Black

When it comes to prospecting, proposing, and producing Raving Fans, Jason Black knows how to find the answers to the test.

The secret, he says, lies in Discovery.

By diving a little deeper, and asking not just the right questions, but asking them in the right way, Jason was able to help Barbieri Law Firm in Plano uncover their current challenges, and then deliver 100 percent RELEVANT resolution to their pain.

The Business Challenge

The biggest pain for Barbieri Firm, simply, was bad service.
Jason cold-called the firm and the first person he spoke with “seemed interested in hearing more.” When he followed up a few days later, that individual agreed to pass on the information.

“I let it marinate for a few weeks this time, and I called back and asked for that person, and learned they were no longer with the company. So I started the process all over again.”

Eventually, he was able to set up a Discovery meeting. He learned very early on that service was an issue for Barbieri.

But he wanted to know more.

The Thought Process

Two things that Jason takes extremely seriously on any sales deal are Discovery, and a well-formulated proposal.

After going through the normal questions about current equipment, accessory options, and volumes, he dove a little deeper. One question in particular he asked was, “What is something you’re not getting with your current vendor?”

“Open-ended questions are key to the Discovery process,” Jason says. “It gets them telling you exactly what their frustrations are. In the meantime, you may uncover additional opportunities that you didn’t know were there. If you ask Yes or No questions, that’s what you are going to get.”

Through his questioning, he learned that toner delivery was an issue. Service response and resolution times were counted in days rather than hours. And one specific scenario, in particular, caught his attention.

“With the previous vendor, the firm kept seeing smudges show up on the legal documents they were sending into the courtroom. They called a service technician out, he replaced all different kinds of parts, and still no resolution. Finally, after the third visit, they figured out it was a fingerprint on the glass that was causing the smudge.”

After collecting valuable information, Jason makes sure that it shows up in the proposal. Including these wants and needs on the “Customer Objectives”, “Current Challenges,” and Top 3 Decision Criteria portions helps the customer visualize pain transformed into a properly executed solution. One that truly matters to their situation.

“During this proposal, we were hammering home things like preventative maintenance, our response and resolution times, automated toner replenishment, and our technician training. That really resonated with this client because of everything they’ve been through.”

The Prevailing Results

Installation and training were a success. In the months to come, Jason looks forward to a dramatically different service experience for Barbieri Law Firm – one that will continually deliver Raving Results.

“You can’t really put a dollar amount on what that’s worth. Price isn’t an option when you show real value.”