Surface Ripples

Start As You Intend to Continue

Something my colleagues and I noticed in one of the organisations in which I worked was that, if somebody was “difficult” during the onboarding process, they were likely to be difficult throughout the relationship.

I can’t say if this was a case of “correlation” as opposed to “causation”, but what I can say is that we very often found this to be the case.

We all understand that different organisations have their own “way of doing things” and that, if we really wish to deal with them then we have no choice but to accept.  There may become a point in time, though, when the phrase “enough is enough” springs to mind when we realise that the amount of effort involved to begin or continue that relationship is simply not worth the returns.

This applies whether one is the organisation “onboarding” someone or the one being “onboarded”.

Sometimes, we may have no choice, especially if dealing with monopoly providers, governments or other regulatory bodies on whom we depend for the continuation of our business or some service that no other organisation can provide.  There have come points in time, though, when we decided in various organisations in which I worked that it was better to terminate the relationship than face the increasing costs of dealing with that counterparty.

Everybody needs their “bureaucracy”, especially where processing high volumes of material to deliver uniform services across a large body of customers.  In the end though, such complexity costs the organisation in terms of money and resources to manage it as well as its clients or counter parties.  At a time when business conditions are becoming increasingly challenging there’s a risk that we may lose business to bureaucracy. As business leaders, we need, where possible, to ensure that our process it: 

• Result in the service we say they should.
• Are easy to use.
• Provide an enjoyable if not fun experience.

Doing this will result in increased productivity from our own people as well as growing and repeat customer satisfaction.

I deliver change in markets ranging from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. 

Labels: Customer Care, Leadership, Productivity, Selling, Teamwork

posted by William Martin @ 13:22