We are happy to announce Summus’ May Client Delivery Excellence recipient, John Koslow! Please read below to learn more about John’s work and role, client excellence testimonials, and his approach to consistently provide excellent client delivery.
John’s Own Words about Client Delivery Excellence – Highlights:
“Knowing what you don’t know can be more important than knowing what you do know.”
“The ability for the clients to trust us and know we’re doing the right thing in the right way is crucial. Trust is earned, not given.”
“While they expect perfection from us, making mistakes is human, and that humanity builds trust…we care about achieving the work that we are brought in to do, not just having the client to have a client.”
John’s Current Client Engagement Role:
As the International Intake Integration Lead For the last 10 months, John has been instrumental in the analysis, creation, implementation, and management of a net new initiative intake process and stakeholder engagement model for the International book of work at a top 5 U.S. bank. John has consistently contributed to the management of a $60M+ portfolio. He ensures alignment between business stakeholders and the International Chief Operating Office in numerous regions around the globe through various outreach and meeting routines and takes action by assisting in driving key target operating models as well as strategy sessions with international partners. John constantly strives to be great by putting in hours at any time of the day to complete quality and comprehensive work products for our clients. His modesty and decorum in the face of a fast-paced, challenging, high-energy environment continues to strengthen and extend our relationship with this client.
Team Management Excellence: “I have had the privilege of working alongside John for the past few months and his unwavering commitment, pro-active nature, execution focus and abundant willingness to roll up his sleeves and help out wherever needed is a true testament to his ability to deliver excellence. He has been fundamental to our team’s success.” – “Top 5 U.S Bank”, Cross Border Governance Consultant
Summus Core Values: “It’s impressive that just over a year ago, John changed careers and started his first day as a consultant, and within that year has regularly produced top tier executive level materials, interacting with some of the most senior leaders within the International space of a Fortune Top 30 company on a daily basis. The clients absolutely love John, and describe him as a “rock star,” and have stated that his work product, attention to detail, overall demeanor, and attitude are “top notch” and among the best they’ve ever seen (in comparison with Big 4, and mid-size consulting firms). He’s an asset to the Top 5 US Bank client and he continuously displays all 4 of Summus Group’s core values: Drive to Be Great, Lead by Example, Take Action, and Be Resilient.” – Summus Group “Top 5 US Bank” Engagement Lead, Greg McNamara
Excellence in Execution: “John has been aligned to my team and associated processes over the past 6 months and has been truly remarkable in his approach, attitude, and execution excellence. John has delivered flawlessly on many key projects and initiatives and has continually demonstrated his unique ability to bring key stakeholders together, find common ground and drive results. John has been an integral part of our team’s success over the past 6 months by playing a key part in the design, build and implementation of an end-to-end intake and change management process within a fast paced and multi-faceted environment.” – “Top 5 U.S Bank” Senior Vice President, International
Client Delivery Excellence delivery approach, in John’s own words:
What would you suggest to your peers to drive higher value for our clients?
Build a network of knowledge.
“First and foremost, ensure open communication and through that, work to build a network of knowledge. A group of trustworthy contacts or people with certain skills that you, yourself, may not have. As a consultant, when we get a question, we always want to have the answer, but you’re not always going to have the answer. The ability to leverage contacts and to know someone who does have those answers when you don’t, is incredibly valuable and not something that can be replaced. Knowing what you don’t know can be more important than knowing what you do know. Building a network is key to getting you in the door and winning the business, but then once you’re in the seat, the contact network doesn’t end there – you need to continue to leverage the people that you know or continue to build a new group that is pertinent to what you’re trying to accomplish. I’m on my third project at the client and will still reach out to the contacts from my first project in finding that certain data needs are recurring.”
“Building that network has been very helpful particularly in these virtual times – one thing that has been lost is the small talk aspect of meetings, the couple of minutes before or after a meeting to chat, getting to know someone a little more holistically, which has been lost as people get on a call right when it begins and leave right when it ends. Making a conscious effort, through small talk and conversation, to build those relationships and networks is more important now than ever.”
What do you believe are the top benefits of excellent client delivery?
The ability to establish client partners, not just clients – a mutually beneficial relationship.
“The ability to establish a mutually beneficial client relationship starts with trust. Client trust is key in being able to ‘get into the weeds’ so that the client doesn’t have to. Clients bring on consultants because they themselves do not have the bandwidth to get into the details of an issue, so if they have to hold our hands through that process, we aren’t, as consultants, doing our job effectively. The ability for the clients to trust us and know we’re doing the right thing in the right way is crucial. Trust is earned, not given.”
How does the Summus Group Consultant Practice build and earn trust differently than other consulting firms?
“As Summus Group consultants, we have an advantage, and it is one which drew me to Summus – as stated on the website, we realize that we are not perfect. We will make mistakes. While pointing out that we will make mistakes sounds funny in conversation around trust, being able to own up to a mistake is one of the best ways to build trust. It’s easy to pat yourself on the back when you do something right, but to own a mistake and know why you made it shows a level of professionalism and humanity (of course, some of that is dependent upon the level of mistake). While they expect perfection from us, making mistakes is human, and that humanity builds trust…we care about achieving the work that we are brought in to do, not just having the client to have a client.”
“Another key benefit of excellent client delivery is the opportunities it creates for both the firm and for me personally; building both your personal and Summus brand is a huge part of client delivery. The better we do; the more client opportunities are provided for us and we are able to better grow the client relationship. In the current pandemic climate, which has been difficult for all businesses, where we are continuing to have success is the strong work and client delivery that all of my Summus colleagues and leaders are putting in. The continued work given to Summus is the recognition of excellent client delivery.”
Other feedback to share?
Don’t be afraid to ask questions.
“Some early client feedback I received was to ask more questions. You can’t be afraid to ask the basic questions, because if you don’t know the answer to those questions, you can’t effectively start the work. Not every question needs to get us to the immediate solution, build the foundation for the work through knowing the basics.”
Please join us in congratulating John for his Client Delivery Excellence recognition, and for providing invaluable contributions to our clients, day in and day out. We are fortunate and grateful to have you as a teammate and friend, thank you for all that you do John!
By Admin|2021-05-06T22:26:02+00:00May 6th, 2021|Summus Group|Comments Off on Client Delivery Excellence Award