Page 36 - engage workbook

Characteristics

Price-busters Deal-hunters Value-buyers

• No loyalty • Limited loyalty • Strong loyalty

• Price is the only • Price is a major criteria • Price is one of a number video
or major criteria of important criteria

• No face-to-face contact • Possible face-to-face, • Face-to-face important as
– all contact by phone but not preferred need to establish personal
and mail chemistry

• Minimal attempt to • Some effort to • Undertake detailed
understand providers’ understand providers’ analysis of providers’
product, service, track-record capabilities and
background or history track-record

• Minimal information • Information provided – • Lots of information –
provided but on a need-to-know much of it strategic,
basis for the specific job sensitive and confidential

• Standard contract terms • Standard contract terms • Flexible contract terms
or no contract

• Mistakes punished • Mistakes remembered • Mistakes forgiven

Examples:
• Price-sensitive industries • Government bodies • High-value brands
where margins are small • Public services and • Professional services
e.g. retail; freight utilities
transport; construction • Financial services
• Large, risk-averse • Business-critical
organizations with strong infrastructure e.g.
internal control functions
information technology
• Procurement functions

Where to invest energy
• Streamlining processes • Exceeding expectations • Introducing new people,
to reduce cost and time on occasions when work services or products
commitment is undertaken

31 engage-universe.com