Secret of the Blue Binder - I

Rahil, an entrepreneurial risk consultant recounts a perplexing assignment where he was the third risk consultant brought in to conduct an organisational review and process improvement assignment. As he wanted to know the cause of dissatisfaction for the client on previous occasions, he approached the preceding two consulting firms where he knew a few consultants.

After discussing the client issues with them, he first decided to decline the assignment but then he thought, he also need to know the reasons from the leadership of the company who wanted his services. He asked CEO of the Company as to what are his expectations and how he wanted him to deliver it. The CEO explained that he wanted a detailed report in a blue binder with eight tabs.

He thought, by letting the client to select the type and color of the binder and the template of deliverable, is neither going to challenge his professional approach nor his standards of delivery. So, he accepted the assignment and conducted his own analysis and produced a report in a blue binder. The CEO not only praised the report, but also implemented the recommendations. When customers are not ignored, underestimated and denied, they respond.

What was so special about the blue binder? What was the secret? The curious Rahil approached CEO afterwards and asked him about the blue binder.

Case Study Continued... Part II