Project Recovery & the Customer Experience

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March 23, 2017

Some organizations execute projects on their own, only to face the frustration of missed milestones or scope creep. As integrators, we can step into these situations to right the ship. We’re proud of our experience in providing great outcomes for customers. But we also have experience in turning our own problematic projects into successful ones in the end.

The truth is, every provider misses the mark once in a while. It’s what we do about it and how we recover that makes the difference.

Our Approach to Projects

Here’s what we have learned from project issues and how it impacts our commitment to customers:

1. We must be realistic with what we commit to. Our technical sales people vet each and every project we look at, internally and externally, through a myriad of qualifiers to make sure we can do the work and execute on time.

2. We should expect for the best but always have a plan for the worst. Our stage gate process keeps us on track in measurable ways. However, things don’t always go as planned. Sometimes we have an impact on that and sometimes it’s outside of our control. Our commitment to achieve the desired outcomes for our clients demands we always keep our eyes on what could go wrong every step of the way, while we plan each day around the best outcomes.

3. We are honest about the issues we have. Every project has its issues. Working diligently with customers to make sure they don’t get caught off guard with issues and delays is a must!

4. We prioritize working out any milestone recovery along with our customer. Customer connection must start and remain strong to ensure total team buy-in throughout every milestone. This makes a huge difference in our internal processes and the overall customer experience, no matter the industry.

5. We commit to being precise with the delivery. No matter what, precision engineering and execution must rule each and every day. We never sacrifice doing the right things to make artificial timelines.

Customer Experience (CX) Goals

When our organization set goals for the new year, as much as we wanted to focus on the “big, hairy, audacious” goals for revenue and market share, we felt just as passionate about making sure our project management and customer experience gets better with every quarter. That begins with devoting the time and resources needed to assess and deliver high-quality experiences. According to research, 77% of businesses believe customer experience is a key competitive differentiator for this new year. Do you have specific business goals relating to your delivery and customer experience?

John Maxwell once said, “A man must be big enough to admit his mistakes, smart enough to profit from them, and strong enough to correct them.”

Innovation and growth are also very important to our company culture. That’s why we are glad to embrace the learning curves some projects bring our way.

Written by Brent Frederick

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Project Recovery & the Customer Experience

Hello world!

Our Approach to Projects

Customer Experience (CX) Goals

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