The Heart of the Matter!

The unadulterated value of the service that BRA provides is the third-party involvement in the process. The third-party practitioner is neither emotionally, nor financially, involved in the relationship, but rather is detached from the relationship and totally impartial. This impartiality ensures that the third-party practitioner digs deeper into responses and gets to the heart of the matter. Our first client understood this when in 1997 the managing partner hired us to…

What We’re Not!

Whenever we’re asked to describe the service we offer, we’re sometimes faced with the response ‘Oh! You do customer satisfaction surveys!’  We don’t! To compare Business Relationship Audits (BRA) to a Customer Satisfaction Survey (CSS) is to compare night to day; like comparing fast food to fine dining – a burger from the drive-through window to a three course dinner at a five-star restaurant. They’re two very different and very…

Now Hear This!

A company always wants to know how it’s doing with its clients; what it’s doing well and, importantly, what it’s not doing so well! Perhaps you’re sensing that some of your client relationships are not as strong as they were a year ago? Maybe you’re not sure where you stand with some of them? If any of this rings true, you’re in need of a business relationship audit.  BRA takes…

The Third Ear

Our business starts with listening and we talk a lot about ‘The Third Ear’. Likely you’ve heard someone say that they were listening with their third ear, but you may not be exactly certain what they mean by that. The concept of the third ear was first introduced in the 1940’s in the book ‘Listening with the Third Ear’ by Theodor Reik,  a prominent psychoanalyst who trained as one of Freud’s first students in…

Time For Change

When it comes to losing an important client, the time is never right.  The following story is true.  The names have been changed to protect the innocent…and the guilty! To our tale:  ‘Looking pale and nervous, a Vice-President of a leading advertising agency walked into his President’s office. “I just spoke to the marketing manager at Acme Products and he told me that we’re not long for this world together”, he said…

We Applaud Claude

In a Globe and Mail article that appeared on Friday, Aug. 02 2013, Claude Lessard, the chairman and CEO of Vision7 International, the marketing business he helped build from the foundations of advertising agency Cossette, remembers the time after the takeover battle he went on to win when he had to re-evaluate where his company was at that time. The following are excerpts from the article: