The Key Strategy This Business Development Leader Uses to Boost Client Engagement and Morale

Uh, Yeah, I mean, I could talk about um multiple cross-functional team members anywhere from um procurement to um the actual project to, you know, engagement team to senior leaders within, you know, that client, um. So, uh, As the lead in uh managing these engagements, I spot check every single process from, you know, are there any issues when you, I speak to my, uh, you know, accounting uh department? Are, are there any issues with uh processing the invoice? Did you hear of any uh pushbacks, um. In terms of, uh, you know, provisioning like a, a cloud instance, you know, I'll speak to, uh, my technologist to make sure that everyone's, you know, getting back to them, uh, to provide them a proper onboarding process, uh, as we provision them to, you know, a series of cloud instances, um. And then I, I spot check, you know, my executive sponsors, um, throughout the process and, you know, after we finish the sprint, you know, I'll tell them, um, and the first thing I do with, uh, these project check-ins, um, automation is a big one that we do a lot of, uh, robotics process automation and the first question I ask is how much time did we spend, uh, did, did we save you, you know, just pushing out this, uh, process for you in the last week. And, you know, this happened a couple of weeks ago. We, we actually had a, a client employee say that uh somebody reports that, you know, we created a process for that took 70 minutes, um, it took her roughly around 6 business days to complete every month. Um, so I, I make sure that the executive sponsors in the meeting to hear that, saying, so they could, you know, really, you know, grab onto the value they're getting from us.

Um, so from a client side we sometimes we deal with hostile, um, you know, client resources, um, so I always send notice saying, you know, let's meet before you respond to this message. Um, I'll meet with my internal team and we'll walk through what's going on, you know, do a root Cross, uh, analysis. And figure out, you know, why try to figure out why they're complaining, um. So, you know, I'll usually, you know, inject myself um during that response or help a coach, you know, either my project manager to, to provide the proper response to figure out what, what the problem is. Um, and sometimes it's just a lack of communication, you know, one of their team members didn't tell them that something was gonna get delivered or didn't say that, uh, you know, They didn't send any specific, you know, document to us, so obviously we don't know what we don't know. Um, so majority of time it's communication issue, but I, I usually bring it in-house first. We talk through the problem, see if we understand what the problem is, and sometimes we don't. Um, and we, when we don't, we try to, you know, reach out to the customer, you know, we'll probably get on a call with them, you know, I'll schedule a meeting and say, listen, let's hop on a quick call, let's, uh, figure out what the problem is, and we'll try to resolve this as soon as possible, um, and yeah, I, I just let my team members know, you know, don't, don't take this to heart, um, you know, maybe someone's just having a bad day, but we'll, we'll work.