In the moment it seemed like a very simple question. But as I wrote down my thoughts I realized they were all over the place.
There were many gaps that I historically experienced as an implementation consultant during the traditional WFM implementation process: gaps in change orders, lack of vendor flexibility, and using standard approaches – not a client-centric approach. It took me a few weeks to determine a clear motto, path and vision for our methodology. Every client scenario that I could think of came down to the below three principles. It is who we are and what we do for our clients, and it’s a philosophy that I will forever hold our company standards to. Drum roll please…
Listen, Adapt and Deliver. 3 simple words.
When we begin a partnership with any client here at The WFC Group, we always start with our “Listen. Adapt. Deliver.” approach. Over time, we’ve seen how valuable this approach is when building relationships with our workforce management clients – listening to their needs, adapting to their business climate and delivering a successful result to maximize workforce productivity, improve efficiencies and increase ROI. We integrate this approach with everything we do, including in our internal communications and processes with our employees. We also blogged about adapting to a millennial workforce here.
So what exactly does “Listen. Adapt. Deliver.” mean to us, and how can this approach help you in your own business efforts?
Listening isn’t just hearing what our clients have to say. It’s the ability to relate and understand a question or concern. Anyone can hear, but listening is an all-around effort, and action comes from listening. If you never listen, you can never adapt appropriately, and you can never understand the finer aspects of the challenges that may await you.
On the surface, adapting is the ability to change your thought or approach at the drop of a hat. The ability to adapt in any business comes from the ability to be an effective listener and knowing your audience. No two companies are exactly the same, and all propose unique and interesting challenges. If we aren’t willing and able to adapt, we can never deliver a satisfying solution that meets every single one of our clients’ needs.
To deliver is more than just handing someone the keys and expecting them to know how to drive. It’s leaving our clients in a situation where they feel comfortable taking the reins and succeeding without supervision. We always strive to exceed our clients’ expectations – to save them even more time and money than they expected. By properly listening and adapting to our clients’ circumstances, we will then be able to deliver the best possible service we can, in a timely manner.
Learn more about The WFC Group and our “Listen. Adapt. Deliver.” approach here. What does “Listen. Adapt. Deliver.” mean to you? How can you use this approach in your own business?