It’s inexcusable to say, “I’m not sure what’s going on,” or “I’m not sure who’s handling this issue,” or “It’s going to take a few days to find out,” when we have more than enough technology available to us to have every piece of information that we’d ever want or need, right at our fingertips.
The lapse in business communications and workflows arises because companies invest in improper technology solutions, and then keep going down the wrong road because they’ve already made the initial investment and they don’t want to lose what they’ve already spent. But here’s what’s fundamentally wrong with that, “If you don’t stop the bleeding, you’re going to continue throwing money out the window for a broken system.” Now, I know you’d never drive down the road and toss money out of your car, but by continuing to build out and invest in legacy technology systems, or even new technology systems that just don’t work that well, is flat out insane.
A great technology solution is simple, and it doesn’t cost a fortune and take a team of 50 people to make one little tweak. Big legacy systems which are clunky and outdated, need to be dumped. I really don’t know any simpler way to put it. In business today, it’s all about being way out in front information, providing clients with the information they need, when they need it most, and in some instances, actually predicting that they’re going to need something, and automatically providing it to them before they even knew they were going to need it.
I get it, there’s always fear on the other side of the unknown technology side of things, but without trying something new, and being willing to invest in new technology, your company is never really going to progress. Yes, I know you say it will, but I’m telling you that smaller, more agile, more technology focused and friendly startup companies will start to eat up your market share, because they’ll provide fluid customer life-cycle experiences. If you don’t make it dead simple for someone to do business with you, they’re not going to… it’s that simple.
Making invoicing, contracts, and supposedly simple communications, into complex change orders that take days to complete, is unacceptable. So here’s my ask… take a serious look at how you’re running your business… go from A-Z and get feedback from every department in your organization. You may think you know it all, but I’m telling you, they’ll be a person or department that you never thought was going to be able to offer you any recommendations, that actually comes up with a great idea to enhance communications and/or workflows. If you don’t ask, you’ll never know, and what you don’t know, will hurt you.