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I prepared the proposal that evening when I got home, as Bill had told that he would like me to attend the October sales meeting if possible. I knew that Bill needed to process this work through Germany, and I knew that he was going to be at a conference at the Hilton in Gateshead for the next two days.

With this in mind, I sent a copy of the proposal to his office normal post, and a copy to the Hilton recorded and guaranteed delivery. I also emailed a PDF version to Bill's office e-mail. It is my preference wherever possible to present and discuss proposals in person, but on this occasion, it was not possible.

I sent a text message to Bill on the morning the proposal was due to arrive at the hotel and let him know to expect it. I also told him that Shelia had a digital version, should he need to send it to Germany. He messaged back saying thanks and that he would be in touch as soon as possible.

At 9pm, Bill rang to say that he had been able to speak with Hans Grüber (global training and development director). Shelia Warren had been able to send the PDF version to Hans for their discussion.

Bill said that Hans wanted to check out some of my testimonials before giving permission to proceed. I gave Bill details so he could contact a few clients, and we agreed to speak as early as possible over the next couple of days.

Within 48 hours Bill telephoned to say that Hans had been able to clarify my work ethics and that, the first phase of the proposal had the "green light". With the sales meeting only 14 days away, I asked Bill to give me an hour or so to organise my schedule, so I could spend the two days in the office as soon as possible. I already had the 4th clear, but I needed to reschedule either the 3rd or the 5th to make this happen. After a little dairy juggling, I managed to clear the 3rd and agreed with Bill that we would begin on the 3rd at 9am.

Bill was not going to be in the office on these two days, and so I met Bill at the office for an hour the following day. He introduced me to Shelia Warren (who would gather anything I needed during the two days), Nitesh Chowdrey (internal telesales manager). Dee Browning (UK sales manager), Joan Bradley (marketing) and Trudy Bradshaw (administration). In the hour we had, Bill explained to them the work I was going to be doing with the company, and I built rapport with them and allayed any fears they may have about having me in. The meeting was open and good-humoured, and although I sensed a natural amount of apprehension (especially from Trudy Bradshaw), I felt that early foundations were good.

I had noticed the office dress code was smart but not over the top. So I arrived on 3rd October at 8.15am (as arranged with Shelia), in trousers and a smart short-sleeved shirt (no tie) and was met by Shelia Warren.

I had discussed this with Bill, and he had agreed with my approach decision.

I asked Shelia if I could occasionally use the small meeting table in Bill's office throughout the two days to record my findings, and she said that she would clear it for me right away.

I set up my laptop opened my Mind Mapping software (my preferred method of note taking and planning). I had already prepared the template for All Filters International, and for this two-day investigation, and by 8.45am, I was ready to start.

I made my way over to the admin office and spent the first few minutes with Trudy Bradshaw. She was welcoming (although I could still sense a little unease), and so we chatted for short while. Trudy explained how long she had been with the company and how she worked her way up from receptionist to running the admin team in four years.

I explained to Trudy that her knowledge and experience was significant. I asked her if she would mind if I could pop and ask her questions throughout the day as they occurred to me, as I knew that she would be able to give me clear and straightforward answers.

Trudy relaxed during this early exchange, as we were speaking the same language, and she said that she had some ideas of how we could improve. Agreeing keenly to discuss these later, I left Trudy feeling enthusiastic rather than apprehensive and headed over to Nitesh Chowdrey in telesales. I intended to spend my first hour or so where many of the sales start, on the phones.

* Read all articles in this series here.