Building Strong Partnerships: How We Invest in Client Success
We believe that investing in our clients’ success translates directly into our own. As Richard Branson said, “Take care of your customer and they will take care of you.” This philosophy has driven our business for 30 years, especially when partnering with major entities like provincial hydro utilities, mega-regional transit authorities, and other public/private partnerships. These organizations often seek proof-of-concept to understand our solutions’ real-world performance. We commit our time, resources, and expertise to demonstrate our software’s potential, recognizing that if they secure the bid, our technology becomes integral to their project planning.
We also work closely with smaller contractors, helping them prepare bids for RFPs submitted to owner companies. This symbiotic relationship allows them to see the tool’s benefits without investing in the software and training before being awarded the work. We charge a consulting fee, mitigating their risk by only requiring an investment in our consulting services until they win the work.
Unlike many providers hesitant to offer initial investments in professional services or software, we often proactively lend our expertise and resources at the earliest stages of potential projects. When state-level contracts in the US require RFP submissions, we provide consulting and professional services to help clients prepare their bids. This includes outlines and conceptual representations of how our software tools will help them deliver on their projects. This can be a key differentiator that helps them win.
As Jeff Bezos said, “We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and work backwards.” This philosophy aligns with our approach, ensuring our clients have the best possible support to succeed from the beginning.
Our shared-risk strategy often leads to successful bids and strong, enduring partnerships with our clients. By investing in building technology wireframes or full proof-of-concepts, we showcase the tangible benefits of our solutions in the context of clients’ projects. This approach builds the best understanding of how we deliver value.
By investing in our clients’ success, sometimes before being formally awarded a contract, we build the foundation for thriving partnerships that benefit everyone involved.
Lorne Duncan, CEO, Petroglyph Projects
