RSS
Archive for the ‘Relationship’ Category

Saving Customers from Themselves

Posted by

One of the principles that MIPRO lives by is, “Always tell your customer what they need to hear, not just what they want to hear.” We are passionate about providing real, honest observations and feedback. Sometimes we are tested to see just how far we will take that commitment.

We recently had a customer decide they wanted to move the go-live date for our project earlier by three months. Although we had a detailed project plan created by one of our senior resources with over 25 years of experience, the customer’s project manager decided to set aside the plan, eliminating steps and increasing project risk, in order to hit an earlier date.

We did not hesitate to share our concern and the potential risks associated with that decision. We delivered our honest feedback and the new date was not altered. We had done all we could do. We focused on doing everything we could to help our customer make the new date, keeping an eye open for the challenges that lay ahead.

We kept to our principles and did the right thing, but in this case, the candid feedback negatively impacted our relationship with the customer. In almost every other instance, the honest, candid feedback is seen as refreshing and has led to many long term, mutually beneficial relationships. In either case, we believe we should never comprise our principles.

Some things we’ve learned along the way:

  • Always be professional when providing feedback. Leave the emotion out of it. Easier said than done, but extremely important.
  • Timing is everything. As the saying goes, bad news is not like wine, it does not get better with age. Share your feedback sooner rather than later.
  • Keep the long-term end goal in mind. Minor diversions from the plan don’t always need the cavalry. Don’t become the “boy who cried wolf.”
  • Respect your customer’s wishes. Provide your feedback, but unless you are 100% responsible for delivering or you’re on a fix fee engagement, if it is the customer’s project, point out the path to success as well as the risks, then march with them.
  • Never compromise your principles.

If you ever need honest observations or feedback don’t hesitate to contact us.

Employee Turnover

Posted by

HCM Position Statement

Since our inception in 2005 we have focused on our employee turnover for many reasons:

  • Employees are our most important asset to us and our customers.
  • We embrace and encourage professional, personal, spiritual balance to attract and retain superior talent.
  • Employee turnover is very costly.
  • Employees often leave in groups.

This article is a great perspective of employee turnover. With all of our focus, we still at times fail at keeping good people.  Sometimes it’s for life style change, better opportunities we cannot match, marriage, kids, school, or we flat out dropped the ball.  In business, effort does not always equal success but we still give it everything we can because the loss of good people is one of the hardest things to accept as an owner.

Very good article. Read it today!

The Importance of Strong Customer Relationships

Posted by

relationship

For my entire career I have worked to build strong customer relationships.  I do so in various ways:

  • First, I add value to the company; without doing so everything else is irrelevant.
  • Second, I take a sincere interest in my contact’s professional goals. Over time, I talk to them about their accomplishments and failures.
  • Lastly, I take an interest in them personally: kids, marriage, vacations, family, etc.

We all come to work every day looking to accomplish something.  I personally have found that building great relationships is as rewarding as building a great company.

This article puts some data and numbers behind Brand vs. Relationships.  I just grin knowing that I might be doing something right.

©2017 MIPRO Unfiltered