Ideate, Inc. Appointed as an Autodesk Platinum Tier Partner in Recognition of Industry Expertise, Services, and Customer Satisfaction

SAN FRANCISCO, California, 02/10/2015–Ideate, Inc. today announced that Autodesk has promoted the firm to Autodesk Platinum Tier Value Added Reseller. Ideate is now part of a small number of Autodesk Value Added Resellers worldwide that have achieved Platinum Tier status.

“Autodesk Platinum Tier acknowledges the instrumental role these companies play in delivering  excellent design solutions, products and services,” said Steve Blum, senior vice president of Worldwide Sales and Services at Autodesk. “Whether through the services they deliver, or their notable customer satisfaction scores, these partners constantly show that they can provide exemplary services and capabilities to their customers.”

Platinum partners provide their customers with best-in-class full solutions from pre- and post-sales support, consulting, training, implementation, and customization. Ideate, Inc. works closely with Autodesk to help customers design, simulate and analyze their ideas, increase operational efficiencies and maximize their return on investment in Autodesk software solutions.

As a Platinum partner, Autodesk solutions source Ideate Inc. helps the AEC professional community fully implement the expanded Autodesk solution set. Ideate provides technical training and consulting resources to meet industry specific customer needs and also hosts various in-person and virtual events to help educate its clients, providing them with updated information in the latest industry trends and technologies.

"To be appointed Autodesk Platinum Partner is both rewarding and gratifying. The Platinum designation tells us we have been more than trusted advisers to Autodesk users for nearly three decades. We are fulfilling our commitment to overwhelmingly delight our customers while we help them achieve success,” says Ideate President Bob Palioca.

About Ideate, Inc.

Ideate, Inc. is a leading Autodesk Authorized Developer with 25+ years’ experience in software development and specific focus on Building Information Modeling (BIM). As an Autodesk solutions provider, Ideate has offered quality software, training, support and custom consulting services to the architectural, engineering and construction (AEC) industries since 1992. Headquartered in San Francisco, California and operating Autodesk Authorized Training Centers (ATCs) in California, Oregon and Washington, Ideate is recognized as an Autodesk Platinum Partner for Architecture, Engineering and Construction, Autodesk’s highest level of authorization.

Autodesk and ATC are registered trademarks of Autodesk, Inc. and/or its subsidiaries and/or affiliates, in the USA and/or other countries. All other brand names, product names, or trademarks belong to their respective holders.

Expectation vs. Outcome

In today's consulting world, a lot of talk is made about setting expectations. "We have to meet and exceed the expectations of our clients". This phrase is discussed with the same certainty as looking out the window and seeing if it is raining or not. My experience with expectations, is that it is far more difficult; closer to deciding if it will rain during my vacation this summer.

"Expectation - a strong belief that something will happen or be the case in the future." 

Expectations require discussion, analysis, synthesis, and some push back to the client to properly "set the expectation". It is important to realize that one of the reasons the client uses consulting services is that they have a need (however undefined the need has been stated). Defining and clarifying that business 'need' is the key to setting expectations. The business need is what is the driving force for customers to reach out and look for consulting.

SETTING EXPECTATIONS

Some Strategies:

• Proactive - If the client has to voice their expectations, you already have lost some credibility ground with the client.
• Early - have the expectation discussion early. Don't believe that everyone understands, no matter how many times you have interacted with this client, I believe in setting expectations during pre-sale meetings (much to the account manager's dismay/objections).
• Firm - don't agree to something your company cannot do or a time schedule that cannot be met. 
• Decision Maker - your only true client is the person who writes the checks. Solving the decision maker's business issue(s) is the priority. 
• Communicate - in writing where possible. This is hard for some to find time in this cell phone/texting world. If communication is done well, there is a start of a checklist to customer satisfaction. 

EXCEEDING EXPECTATIONS

Now comes the harder part, meeting and exceeding expectations. I learned from Bob Palioca that by setting realistic expectations, exceeding expectations is an achievable and sustainable goal. His point is that if I promise 110% if what is achievable and I reach 99.9% of that goal, then my customer will be upset. However, if I promise 98% and deliver that same 99.9%, my customer will be delighted. (I met and exceeded the customer's expectations.)

"Anger always comes from frustrated expectations." -Elliot Larson

Like the last good dinner at a restaurant you had, what the clients desire is a predictable outcome at an agreed upon price. 

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David Haynes, NCARB, PMP, LEED AP
Ideate Director of Consulting

David is a Registered Architect, Project Management Certified Professional, who previously had his own architectural practice and was President of a commercial design-build construction company for 15 years. A graduate of University of Arizona, he has worked as an Architect, contractor, developer and as a national construction manager for a national retailer. David currently provides business process analysis, virtualization and change management solutions for AEC clients across the United States involved in the design and building industry. Follow David on Twitter: @dhaynestech 

Get it. Know it. Use it.

This post was originally published on David’s blog Connecting the [Data]… 

When am I done? Why is the customer unhappy?

Within all agreements there is the expectation that the customer will be satisfied. This basic tenet of contract law is assumed, but rarely documented well in the contract or agreement. How will we know if the customer is satisfied? When things go bad in a project, more times than not, the problem starts out with the client feeling that their needs are not being met - in other words unsatisfied.

Lean thinking has a concept called Conditions of Satisfaction (COS). This concept applies to any endeavor/project, whether it is a construction project, IT project, or any other customer-based service.  Conditions of Satisfaction is defined as:

Criteria by which the outcome of a contract, program, or project may be measured.

What does a Condition of Satisfaction include:

1. What are the expectations of the customer?  How often do we assume that or project/service meets those expectations. 
2. Have the Conditions of Satisfaction been documented/validated/verified and confirmed by the customer? 
3. Are the Conditions of Satisfaction(s) defined in a actionable way?

These actionable items require two key elements:

1. Actionable items solve project requirements. The requirements that the project must solve needs to be written in a clear and defined way.  Each requirement shall be stated in a precise manner, and solve only one issue at a time.  There may be multiple requirements in a project. 
2. The requirements also need to describe what the customer is to do.  Some call this NIC (not in contract), but I believe that Conditions of Satisfaction needs to include what the customer is providing.  I have found the best projects are one where the customer is fully engaged in the process, including providing elements of the completed project.  This dual, written commitment makes for a better partnership between the customer and the provider.

During the project, these COS requirements are reviewed at every meeting, and special attention is paid to them prior to the completion of the work.  A project cannot be complete without agreement on completing the Conditions of Satisfaction requirements.

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David Haynes, NCARB, PMP, LEED AP
Ideate Director of Consulting

David is a Registered Architect, Project Management Certified Professional, who previously had his own architectural practice and was President of a commercial design-build construction company for 15 years. A graduate of University of Arizona, he has worked as an Architect, contractor, developer and as a national construction manager for a national retailer. David currently provides business process analysis, virtualization and change management solutions for AEC clients across the United States involved in the design and building industry. Follow David on Twitter: @dhaynestech 

Get it. Know it. Use it.

This post was originally published on David’s blog Connecting the [Data]…