“We recently completed our fourth Farmington Consulting Group Customer Satisfaction Survey at North Coast Electric. The survey and results review process has delivered clear insight as to how our customers view and value our people, services and solutions. The process is simple and straightforward, focused on foundational issues we can target for improvement. Having TJ O’Connor meet with each of our Managers to review and explain the survey results has been a great exercise. It allows our Managers to focus on both their individual results and the overall results of the company.”
“TJ O’Connor has successfully implemented, grown and refined our process and performance improvement initiatives through a simple annual customer survey process tied to root cause analysis and developing strategies to improve. We have seen measurable results in process errors and customer satisfaction. And TJ is a delight to work with. Effective, thorough and driven.”
“Farmington Consulting Group has conducted many Customer Satisfaction Surveys for DSG. TJ’s wealth of experience with surveys in the wholesale distribution industry provides great insight, real life industry comparisons and the ability to cut through the clutter to get to the heart of what the data says. His top-notch organizational skills keeps us on track and focused on achieving our completion numbers. TJ was very quickly able to gain an intimate understanding of our business and aid us in maximizing the value of the information we got back – a true business partner! The insights he has been able to provide are extremely meaningful and significant as we dig deeper into our customer relationships. Professional, insightful, organized, and a valued business partner.”
“We did a customer survey several years ago and thought it was time to do another one. We talked with TJ O’Connor of Farmington Consulting Group and decided to try their service. TJ worked closely with us throughout the entire process to ensure our success. Their survey results were much more detailed and actionable than anything we had done in the past. We received a complete company report, as well as individual branch reports. Our response rate was very high (48%) and we were presented with very thorough analysis. Based on our experience with Farmington Consulting Group, we endorse them as a quality organization and will certainly use them again.”
“TJ’s translation and presentation of our customer survey was absolutely the most informative and useful group meeting I’ve attended in recent memory. The routine results review was helpful as expected, but the additional commentary and interpretation of customer feedback was obviously a product of extensive experience and industry knowledge. No hesitation to challenge a room full of Branch Managers to do a better job, which is refreshing these days. The passion and dedication required to push through that much information in an afternoon is impressive and deeply appreciated. I am confident that I and my team now have the information we need to gain market share and produce significant sales growth. Absolutely fantastic job.”
“We engaged TJ O’Connor and Farmington Consulting Group to execute the first customer survey we had done in a number of years. The FCG process was superb from end-to-end; from survey structure/question selection to mail room efforts to post survey analysis and report. We particularly valued the comparative analysis of our customer responses to the FCG historical database from hundreds of previous surveys. We whole heartedly recommend FCG to other distributors!”
“Farmington Consulting Group, led by TJ O’Connor recently completed a Customer Satisfaction Survey for our company, Butler Supply. The survey was designed to gather data to measure our effectiveness and performance in many areas of our business operations and customer service. The survey highlighted areas in which we excelled as well as areas where customers expressed a desire for improvement. TJ walked our management team through the survey data and helped us to interpret the results. We left our review session with concrete action items aimed at improvement. Gathering data from customers is an essential part of the customer/distributor communication. Many times our own perception of how we think we are performing can differ from that of the customer. This type of a survey is an excellent tool to ascertain accurate information and feedback to confirm or reject our perceptions. Customers can certainly be reluctant or in too much of a hurry to convey complaints or suggestions for improvements in every day settings. TJ did an excellent job of data collection and dissemination. We have plans to conduct another survey in 2022 to measure our progress. I would highly recommend hiring FCG to measure your company’s effectiveness.”
“Farmington Consulting Group’s resources and TJ’s professionalism, is instrumental in assisting Butler Supply’s leadership. Butler Supply developed strategy for 2022-and beyond. TJ and his team prepared a survey for our customers that resulted in actionable results. The reporting and summaries were provided in a format that was not overwhelming. Our customers appreciated the opportunity to communicate their needs. The reporting provided from the survey results removed emotion and provided data that would allow us to continue to improve our processes.
TJ’s industry knowledge provided best practice feedback and measurable metrics. The breakdown of the feedback provided collaboration opportunities for our departments.
TJ’s professionalism and respectful insights challenged us to think outside the box and gain different perspectives. Thank you to TJ and the team at FCG for providing these tools.”
“We partnered with Farmington Consulting to better understand the voice of our customer and find areas where we could improve. After working with TJ and his team, we were presented with an extensive report of our customer feedback in several different categories. The feedback provided our management team areas of focus as we work to develop our business to better serve our customer’s needs. We received completed surveys from nearly 3,000 different customers. The Farmington Consulting team made the entire process simple and provided us with a comprehensive list of feedback that we can reference in the future. We will absolutely be using TJ and his team for surveys in the future!”
“Farmington Consulting Group has been an asset to Edges Electrical Group since 2014. FCG’s customer survey is an amazing tool for us and I have no doubt it would be an amazing tool for any other distributor. TJ O’Connor has worked with our company twice now to execute customer satisfaction surveys that has helped our company take our service levels to a new level. His attention to detail and follow-up, along with his industry knowledge was critical in our success. TJ’s presentation of the survey results was one of the best I’ve ever seen. FCG’s survey touched all parts of our business and the response from our customers was outstanding. Our ROI on this investment will pay for itself over and over. Edges Electrical Group will continue to use Farmington Consulting Group for many years to come!”
“I’ve been working with Farmington Consulting Group for over a decade. FCG is a great firm to work with. I have had the pleasure of working with TJ O’Conner since 2008. TJ is very responsive, personable, and reliable and has detailed knowledge in the area of market research and strategic planning. TJ offers creative problem-solving ideas and challenges us to think-out-of-the box when implementing strategies and change. We’ve had great success in working with TJ and using FCG for our annual customer satisfaction survey and strategic planning sessions.”
“This was the first year we did a survey of our customers. Although some outcomes were somewhat expected, we were quite surprised by how our customers felt about some of our services and capabilities. The large volume of data and customer feedback that FCG accumulated for us was well worth the investment!”
“The Farmington Consulting Group’s survey provided excellent feedback that highlighted our strengths and weaknesses. The survey covered all aspects of our company and our management group walked away with a better understanding of how our customers view us. FCG’s survey has provided an excellent opportunity for us to take action on areas to improve our customer experience.”
“Mayer Electric recently retained FCG to conduct our Customer Satisfaction Survey. FCG skillfully broke out our customer satisfaction survey results not only by each branch location, but by customer type and by each of our markets for every one of our locations. They objectively identified our competitive strengths and competitive weaknesses and provided valuable recommendations to improve our customer satisfaction at each of our branch location. FCG also benchmarked our customer satisfaction performance against a ton of other distributors, which for us was very meaningful. FCG produced a very comprehensive written report and spent a day with our leadership team in Birmingham, AL reviewing their findings and recommendations. We found great value in FCG’s customer satisfaction research and intend to utilize them annually to benchmark our customer satisfaction. I highly recommend their customer satisfaction survey services to other distributors without hesitation.”
“Our sincere thanks to TJ O’Connor and Farmington Consulting Group for helping our company, Swift Electrical Supply, conduct our first ever Customer Satisfaction Survey. The process was professionally handled throughout, including a great in person presentation of the results by TJ. We are now contacting customers who shared their name on the survey and their comments are filled with opportunity. We are taking seriously many of the observations, recommendations and benchmarking measurements that have been garnered through the survey and look forward to doing it again next year. We highly recommend TJ, FCG and the survey process.”
“TJ O’Connor has worked for my company, Wiseway Supply, several times over the years. I have used them for internal and external surveys, strategic planning, and customer and employee satisfaction. I highly recommend Farmington Consulting. They will make any company better.”
“I hired Farmington Consulting to do some work for my firm and have found them to be both professional and helpful. One of the things I liked about them to start was that they had done work with similar companies in our industries so they came in with experience specific to our situation. TJ helped us to get a better market view of our company, put us on a strategic path towards defined goals, and gave us specific tactics to implement our goals. TJ was a key driving force in the implementation and I would recommend both he and his firm to anyone looking to get a better handle on their business.”
“TJ’s industry knowledge and consultation process has been pivotal in bringing Casey Sales to where it is today. Through Farmington we have been able to stay on the cutting edge of where the industry is heading and utilize new strategies that have been proven to work. TJ is able to navigate personalities and bring out the best in a given team to create ideas that are specific to our company’s needs. We as a company could not be happier with the results and look forward to continuing to work with TJ.”
“TJ and Farmington Consulting are an asset in helping your business create and implement a 1-3 year plan. He knows the industry well.”
“I have had the pleasure of working with TJ O’Connor for the past 5 years. During that time I have been a client as well as a participant on various Distributor Advisory Councils facilitated by FCG and TJ O’Connor. During that time I have found TJ to be very knowledgeable and “in tune” with our industry. TJ is able to relate well to all stakeholders in our channel; suppliers, reps, and distributors alike. Through his extensive industry knowledge and experience, TJ is able to bring unique value and perspective to his clients. TJ is a consummate professional. He is hardworking, dedicated, and very customer focused. All of my dealings with him personally, and with FCG, have been positive and productive. It is without reservation that I would recommend TJ and FCG as strategic business partners.”
“Our team worked with the Farmington Consulting Group in the Fall of 2017. TJ O’Connor walked us through an in-depth customer/manufacturer survey and together we built a SWOT analysis for our company. I can honestly say that in less than three months, our company has uncovered potential and made some much needed changes based on information gathered during our two day meeting. We’ve planned and executed at a much higher pace than I expected. We’ve identified potential pitfalls and have begun building safeguards. This is a professional company that combines a strong industry understanding with straight common sense. To say this was money well spent is an understatement and I’m confident that anyone who takes this type of work seriously can achieve the same results.”
“I want to thank TJ O’Connor for the time and effort he put into conducting the manufacturer and distributor surveys for FRM Florida and for helping us develop our 3-year strategic plan. The feedback from the distributors and manufactures was invaluable to us. It helped us to clearly understand how we are perceived in the eyes of our customers and our principals. With TJ’s work as facilitator, we have now developed a strategic plan that will help us capitalize on our strengths and simultaneously correct our weaknesses. As our team has communicated the strategic plan to our employees, customers and manufacturers, the response has been overwhelmingly positive. We know that implementing these changes will make us a better agency and will allow us to be a more dominant and profitable company moving forward. We know that our decision to work with Farmington Consulting Group was absolutely the right one for our agency. As such, we have committed to moving forward with FCG in our Georgia/Alabama and Carolina territories in 2018. This will allow us to create strategic plans that are unique to each market, but synergistic to our overall company.”
“Having recently completed the Strategic Planning process with FCG, I would highly recommend them. The VOC process they implement prior to building the strategic plan absolutely produces the unvarnished truth about an agency from a distributor and manufacture point of view. Their company’s deep experience in the electrical industry enables a highly productive and efficient planning session, as they already understand our business at its core. My team and I thoroughly enjoyed working with FCG and the value they delivered our agency was beyond expectations.”