Many of the problems in business today can be boiled down to one of two main issues: managing expectations (or the lack thereof) and poor communication.
These should be relatively easy to address.
Recently we ran into a communication issue with a client.
A little background. We have been doing business with this particular firm for nearly ten years – although the players involved have changed quite a bit in that time.
There were a number of ad hoc items that the client wanted resolved. Emails were sent from client staff to our technical team. Our technical team resolved the issues. We then invoiced for this work.
Problem was that the Manager at the client’s location was unaware that these requests were being made and the work was being performed.
She only became aware of this situation when the invoice – which see needed to approve – made its way to her Inbox.
In the span of a few short minutes, we altered our operating procedures in an attempt to proactively communicate more effectively.
Our new method of dealing with these ad hoc requests has been detailed below.
This information will be sent to <client> personnel for approval prior to work beginning
<client> to agree (or make suggested changes) via email – which is our key to move forward and begin the work
Small changes do make a difference. They are easy to implement and can help to improve communication and manage expectations. Don’t assume. Ask.