We often bemoan a mistake that can be seen coming towards us. Most recently, I have been reminded once again the importance of process and verification of process as a key to provide better service and client communication in high pressure situations. Not too long ago, I feel we lost a great opportunity to provide value to a client by not following our tried and true process.
It is a source of pride at Allen that we often get called in to solve mission critical and short time line projects for our clients. With some trepidation and knowing how important these projects are to our clients, we have some hard choices to make: do we not bid the project because of time line budget and customer readiness, or do we take a chance and bid, hoping all will be well down the road?
With a philosophy based on long term gain, not short term rewards, our company does have a well defined bid and no bid process. Moreover, once we bid on these challenging projects, we follow a verification path to make sure both our clients and our teams understand these challenges and are set up to meet them successfully.
Any corporate training client/vendor relationship should be based on a warm open relationship that won’t overshadow the need to clarify critical needs for both parties to insure project success.
We must constantly remind ourselves that good relationships are often based on the ability to openly address the challenges in a high pressure project and chart out potential solutions well beyond the dry language of the contract.
To borrow a financial term, risk analysis is part of any new or existing relationship. A willingness to walk away from a project before it starts will always leave us with a feeling of lost opportunity. As a team dedicated to quality and the customer experience, we should take heart that sometimes we must pay that price of loss to avoid the mistakes we see coming down the road.
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