let the front line decide

Too many companies spout this client centric babble and yet continue to make decisions from the back. This never works…how can those at the back possibly have any idea about what clients need or are looking for??

Only those in the front facing the clients can possibly know and therefore those at the back should start earning their pennies by listening more..it’s common sense really!

So two messages:
To those at the back (i.e. management): Put away the egos. You don’t have the client relationships. You will serve others best by coordinating and enabling others to do their jobs and gain the respect you crave as a result.
To those at the front: Speak up. You can’t possibly expect anyone to change “the system” if you don’t tell them what’s wrong. Don’t complain, bring solutions that management can implement. You’ll all benefit and you’ll be recognised and rewarded.

All of this was brought home again the other day watching our midwife deliver our baby. She was acutely aware of what we wanted and didn’t allow any system rules to ‘dictate’ the process (obviously providing their was no danger to mom or the baby!).

A job well done and another lesson in management from another unlikely source!

© management mojo 2008. All rights reserved.

don’t let the machines take over!

Sometimes I could really pull my hair out with accountants. They can be so frustrating in their narrow view of the world, even so much so that all rational thought is non-existent as they talk about their “rules”.

I work with an accounting firm who spends so much time managing their internal accounting system of work-in-progress, write-offs, provisions, revenue booked and unbooked, cash, fixed pricing, time-cost pricing, etc, the list could go on. Their engagement with clients is so confusing for the poor client, because they use all these accounting-speak-terms to debate the fee to be paid.

Drop the lingo and speak English, please! Tell the client how much it is going to cost and bill that figure. If you screw up your estimate, its your fault. I would rather retain the relationship.

Don’t let your system dictate how you interact with clients. If a good year is when you have 60% recovery on your invoiced fees, you are not exactly building client relationships. I don’t care what the accounting system tells you!

In this world of management information tools, let us not let common sense erode. Don’t let the machines take over…use your head, speak to your client, win the business relationship.

© management mojo 2008. All rights reserved.

it’s all about us (i.e. not you!)

Just a quick observation: I received an email this morning from a supplier of services we use (i.e. we are the client here). Their letter basically states that:

“We have been looking at our processes and have re-organised our structure in order to make it easier for us internally…in future dealings, please bear our new structure in mind…”

Huh? What about making it easier for your clients and then building a system around them to maximise your efficiencies.

You are not entitled to clients.

By making them revolve around your whims, you will only force them to move to competitors who are willing to meet their needs, no matter how quirky or inefficient it may feel to you.

Remember rule #1: The client is always (well, almost always) right

© management mojo 2008. All rights reserved.