Ensuring Business Results with High Impact

Several years ago, I was hired for a position that didn’t have a job description. There was no career path for the position and the hiring manager wasn’t sure what the title should be for the position. Despite all this, it was one of the most exciting positions I have had! The job came basically with a mission. The business’ primary customer and their customer’s customer were very concerned about quality issues with their product. They were threatening a shutdown until the issues were resolved. Within two weeks, I resolved the problem of customer dissatisfaction and also sped up the process to a solution to the quality issue. This will sound simplistic but every time I am tasked with resolving an issue of customer dissatisfaction, I do one thing. I listen to the customer and seek to understand the root cause of their problem. I come to a client with my experiences to help them but also first I want to understand their true business issues. I have gone into consulting engagements after other consultants didn’t satisfy the client and I found that the issue really was that the previous consultants went in with “the solution”, with the idea that everyone needs what they were selling, not understanding the customer at all! There are no canned answers to a client’s problem. A consultant must be sure they are solving the problem that causes the customer’s pain and provides significant impact to the business. This may surprise you but the solution was for my company to become proactive. Make a plan, lead their experts to solutions around the issues and report on progress.

One thought on “Ensuring Business Results with High Impact

  1. So many times we forget that when a client is experiencing hardship that simply listening to their issue can make them feel reassured that they are being heard and that something will be done. Also, I found the last part about reporting on progress to be very crucial. If you fix the problem but don’t relay the details then you could be missing out on ensuring that history doesn’t repeat itself by properly addressing what the issue was and how exactly it was fixed.

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