Tag Archives: Report

How Do You Handle Demands for Faster Delivery? Four Options

Situation: A company’s clients are demanding increasingly faster response times, particularly in areas that historically have not been considered mission critical. Clients also want faster answers to technical questions. Is this a common occurrence, and would you adjust pricing in response? How do you handle demands for faster delivery?

Advice from the CEOs:

  • If clients are demanding faster delivery, it’s entirely reasonable to tier your rates for different levels of service and delivery. Create cost / ROI breakdowns for different options, and let your clients make a business decision about the level of responsiveness that they need.
  • When brining on new clients, do a worst case down time analysis for the prospect as part of your evaluation process, then provide price options and let the prospect evaluate what is important to them. This is similar to different price / deductible levels with health or car insurance.
  • You will need to educate your current client base on what you are doing for them, and when they are reaching the upper levels of service provision under their current contract.
    • When you provide remote service, communicate what you have done.
      • Email individualized update reports to client contacts.
      • When you meet clients face to face, have a printout of service provided and toot your own horn about your service and delivery.
  • Be aware of the needs of clients who have distributed locations across time zones. A two-hour response time on the West Coast at 8:00 in the morning, translates to a half day for an East Coast location because they can’t call you until 11:00am Eastern time.

How Do You Resolve a Conflict Involving a New Employee? Four Considerations

Situation: A company has hired a new employee with excellent skills who reports to a Director. This person is a self starter who prefers little supervision. Friction is starting to develop between the new employee and the Director. How do you resolve this conflict?

Advice from the CEOs:

  • This person was hired for their talent. However a successful hire takes account of talent, but also role, cultural fit, organizational placement and the needs of the company.
    • For example, if this person is strong in operations but they are now in client services, is this the right role?
    • Similarly, if the culture of the office emphasizes teamwork, collaboration and support, is this the right culture for this individual?
  • Be cautious before tweaking the org chart to create a new role for this person..
    • Consider both your current staff and the new person. You may be creating additional conflict if your actions appear as favoritism.
    • The dominant factor is YOUR plan. If the employee is wrong, replace the employee.
  • If an employee can’t get along with others it is a difficult situation to repair.
  • When you meet with the employee what should be said?
    • First, don’t try to solve the situation before you have a clear strategy.
    • Question and listen. “You’ve been with us a short time, and I want to check in with you. What do you think of your role?” Let the employee talk, probe for clarification of what is said. Take note of what is said. Acknowledge any requests but indicate that you will put them under advisement.
    • Do the same in discussion with the Director.
    • The key is that you are in control. Look at your objectives, and where you fit resources best within the org chart. Once you have your plan, communicate it.

Key Words: New Employee, Conflict, Friction, Talent, Role, Fit, Organization, Company, Needs, Strengths, Skills, Report, Personality, Act, Direct, Concerns, Boundaries, Response, Conversation