Undelivered value and just applauding inputs…is easy compared to delivering something that makes a difference.
Applauding your Service Delivery Manager being online at 2:00 am to handle client escalation is easy. Applauding your VP of Sales traveling to tens of new geographies to initiate new sales tie-ups is easy.
Creating and measuring KRAs to applaud any such activities is relatively very comfortable and easy.
But Business is hard. So are the projects and so is life – it takes creating a service, a product or a result of actual value. It will be replaced by some other mediocrity, otherwise – sooner than later!
Questions that make difference are:
- What did your Service Delivery Manager do to ensure that a similar type of escalations is prevented in the future? What did he do to ensure that his work-life balance is maintained?
- What strategies your VP of Sales executed in the past quarter that made sure that constant flow of repeat business is in the pipeline – without even filling her calendar with tons of client visits? Why does she keep visiting tens of new geographies? What is ‘Visit to Valued Relationship’ ratio?
Imagine what value your business will get if your Service Delivery Manager is able to maintain his work-life balance or your Sales VP is able to spend the time to really ‘think’ about creating strategies that will take your business to newer heights, rather than fearing and doing acts of mediocrity?
Wouldn’t your business be able to deliver something that creates tri-way win-win? For the client, for the employees, and for the organization?