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Perfecting the Art of Delivery: Leveraging Feedback for Better Client Engagement

Small variations in explaining a concept can generate significant impact.

After every demonstration, I typically consult the Automation Consultant for feedback. I’m interested in their thoughts on my delivery, the aspects they appreciated, and those they didn’t, along with their views on the potential development of the opportunity. Such feedback serves as an avenue for continual improvement, as sometimes others can notice things you might have missed. Feedback can range from being very specific to quite broad.

One unique selling point of ours, to use a common phrase, is that while we offer customised solutions rather than off-the-shelf or pre-packaged ones, we don’t create solutions from scratch; we utilise established tools. Consequently, this approach necessitates thorough due diligence in the project’s scoping stages. We must have a clear understanding of what we’re committing to deliver. This strategy sometimes tempts us to comply with any client request without questioning its necessity or evaluating whether the cost justifies the return. I’d like to believe we’re good at conveying the importance of this during the pre-sales stages of our projects.

Every client is allocated a Business Process Consultant (BPC). This BPC creates the project’s scope using process maps and user stories to form a statement of work. The budget is verified against the statement of work, and any amendments outside the scope are quoted, accompanied by a business case if applicable. This allows the client to make an informed decision.

After a recent demonstration, I simply stated, “Given our discussion during the discovery and demonstration, we have a sense of the budgetary costs. However, if the Business Process Consultant uncovers additional requirements, they will discuss the cost and impact with you, enabling you to make an informed decision.”

According to the Automation Consultant, this straightforward statement was the highlight of the entire demonstration. While we cover the concept when discussing the project process, this direct statement makes it easier to understand.

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