Of course I talk about outsourcing
and the enabling of the service for the customer that meets their expectations
and strikes the right balance. Easier said than done you may say? This is true;
the goal is to set the expectations of the customer at the start - not just
with a contract but as a relationship. Over the years one thing I have learned,
and this may seem obvious, is the relationship between you and the customer
holds strong grounds for renewals and support during those difficult times of
providing services. The relationship builds trust and the customer will turn to
you for support and project work, relying on you for delivery. This is, of
course, the sweet spot, the place where you and the customer become the same
team, walking the same steps and taking the same left and right turns.
But is this
the right balance? Have we over stepped the mark? Become native to the
customer. This is the part where things become a little unsteady and it’s a
fine line to walk. It is difficult in the early stages of outsourcing not to go
in all out to impress the customer, and let’s be honest, this is what the
customer expects; so we do! However, this can have a negative impact, the
balance is already distorted, we have set the expectations beyond our comfort
zone and potentially unsustainable.
If the
customer expects this level of service going forward, and this is not what you
thought it was, then the balance is not right, therefore, neither is the service.
So … we need to get it right first time. I am not saying don’t put your arm
around the customer, just be aware of how long it’s been there for! Our aim
here is not to upset the customer but to give a professional relationship that
works for us both. It is important to know where the boundaries are and
ensuring they are enforced and strong. Build the relationship based on this -
this builds trust but more importantly respect. It takes a lot of time and
effort to earn respect, so make sure you keep it once it’s achieved.
Balance of
service is certainly key to a successful relationship and a great service
delivery but to achieve this is never simple. There are too many variables to
consider and not enough constants to hold on to. We develop contracts to set
the rules of engagement and we sit around the table discussing ‘what’s in and
what’s out’, creating a constant to hold on to. This is fine, it’s normal to
do, it creates the boundaries, sets the expectations, acts as a stick of
enforcement; but it doesn’t create the balance.
The means of
the contract are not always what is required, we all know this, and at best a
contract is a guidance note for the day to day running of services. What is
needed is the service provided from day one is the sustainable way of providing
the same level of service on the last day. Ensure what is being delivered is
comfortable and has scope of flexibility for those ‘variable’ days, the
customer expectations are set from day one and the relationship is growing. Now
we are providing the service with balance and flexibility, but never forget the
boundaries and how long that arm has been there for!
For more information about Celerity’s services please do not
hesitate to contact us.
Bill Guile, Services Delivery Manager, Celerity Limited
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