Basically, there are three steps:

1. Especially in the first few weeks, we ask you a bunch of questions, typically via some video calls. What we’re doing is understanding your company’s processes and story better, and what is typically on the mind of your customer.

2. After about a week, a report will start to appear. The report is iterative, meaning that, for example, something we learn in Phase “B” might require that findings from Phase “A” be adjusted, and it is used largely to guide us in our internal processes, but you can see it too if you like. The report will be:
–Identifying the key elements of your story. The main question we are answering here: What are the raw materials we are working with?
–Mapping those story elements to the sales materials. The main question we are answering here: Are there aspects of the story that aren’t making it to your customer? 
–Determining how the sales materials are being distributed and used within your customers’ organizations. The main question we are answering here: Are the documents making it past the champion (usually the main contact)? What role are they serving, and are there roles they need to serve that they are currently not serving? 

3. Then we start to rewrite what we see.

Some other things you might want to know:

• Especially in the first couple weeks, we will be triangulating between what you are saying, and the documents, looking at the documents, wondering, are they telling this story? And we take a stab at rewriting the documents.
• Our initial rewrites will often miss the mark in some way, because there’s a part of your story we haven’t learned yet.
• After the first couple weeks, the time you and Matt spend on the phone together will typically decline a lot (often, just a couple 15-minute calls per week), because we already kind of know what your company’s story is, and who the target audience is, and we can independently look at new documents and ask what in the story is not being told well.