Tag Archives: Complete

Who Do You Serve – The Customer or The Company? Six Thoughts

Situation: A company’s motto is that they serve the customer first. As an unintended consequence company projects get lower priority and action than customer projects. Frequently, the CEO finds that company projects are only half completed. What have you done to make company initiatives a priority? Who do you serve – the customer or the company?

Advice from the CEOs:

  • This is a great question. Clearly serving the customer has to be top priority. However, you also have to complete company projects, particularly those which are critical to company function or which will enhance your ability to serve your customers.
  • Define the company as a customer for important projects. Call this “billable hours” to the company and credit them as such on these projects. Accompany this with employee training on how to prioritize “company” versus “customer” projects when priorities conflict. It may take time to work through this, and for the message to sink in.
  • Add completion of company initiatives to the company kudos list. LInk company award eligibility to completion of company initiatives. For mission critical projects, grant double credit for completion of company projects. Adjustment of incentives will help to get the message across.
  • In employee communications, include updates on company projects along with customer projects and give equal or greater emphasis as appropriate.
  • Have you defined your “ideal customer”?
    • Include internal customers within your definition of ideal customers.
    • This will help to clarify and prioritize opportunities and shift the mindset.
  • For mission critical projects hire additional personnel or contractors.

How Do You Maintain Focus on Top Initiatives? Five Methods

Situation: A company is enjoying a good year both adding new business and serving current clients. When business is good the CEO finds it difficult to focus on all of his initiatives. This is frustrating. How do you maintain focus on your top initiatives when it gets really busy?

Advice from the CEOs:

  • When times are good, many new opportunities arise. If you have too many initiatives, you lose focus and have difficulty achieving them. Limit your initiatives to 2-3 at a time, focus on them, get them done and done right. Then pick your next 2-3 most important initiatives.
  • Schedule time for your initiatives on your calendar. Honor this time commitment just as you would an important customer appointment.
  • You might try a daily prioritized list of 4-5 small things and one big thing and focus on these for the day. Keep track of other priorities on a separate To-Do List.
  • Hire an assistant to whom you can delegate the small things – including the background research on your big initiatives. This gives you more time to focus on the big things, and the important decisions within the bigger projects.
  • Create a planning calendar for your initiatives. Assess each initiative for level of effort required, determine specific deliverables, and the amount of time that it will take to complete the initiative. Next, prioritize the list and take on a small number at any one time. This will help you both to complete the initiatives that you start, and to complete more of them in a given time period.