Wow, what a quarter! We made some significant changes to better support all of you, with the intent of making it easier for you to do what you do, best. We had a terrific May conference and I see the continuing momentum from our time together. We are still focusing on both the team experience and our client experience and toggling back and forth between the two – sometimes we have to put more effort on the client experience, and other times, our team experience. They are both very important, and we will continue to find that balance as we grow.
We have a renewed energy around collecting and responding to feedback, both from our team and our clients: our CSAT initiative, the effort we’re putting toward client engagement, making our team feel heard, and focusing on our culture. The reason we made many of the significant changes this quarter was in response to your feedback. We’re trying to do a better job of affirming that you’ve been heard, and sharing the “why” behind decisions, even if we can’t act on a request or don’t have a solution yet.
We’re continuing forward on our action plans to better support you, so that you can better serve our clients and give them a great experience. I hope that you’ve already seen some of the effects of that renewed focus on the client experience, and that it is making your jobs easier, too.
I want to share what’s happened since we announced the realignment in our client service models and the changes in our leadership and what you can expect to see, this quarter and beyond. Your leadership team is continuing to dig into what we can do to help you be most effective, emphasize personal connections over processes, and make sure you have the tools and resources you need to WOW our clients – and if you have an idea, we want to hear from you.
Here’s the latest:
- Team leadership. We are reaching out to our current clients to talk about our realigned client service models for recurring services and project work under the umbrella of Managed Services. We are also reconnecting with all of our former clients – over 300 – to check in with them and discuss their needs, and any opportunities for us to help them optimize their investment in UltiPro.
- Resources for you. We want to give more autonomy back to the team and clear the way for you, by giving you more control over your business and the guidelines to rely on for consistency in the way we treat our clients, with the freedom to think outside the box in providing great client service. Your managers are here for you to lean on when you need help navigating that process. I would rather have a team that feels empowered and confident instead of simply “doing as they’re told.” Your managers are not here to give orders but to free you up to do your best, and back you up when you need us.
We are looking at project management processes and client assignments to understand and prioritize the most pressing needs, as well as those systems or processes that need to be reevaluated. Capacity planning and resourcing are also top priorities. We are engaging the team on ways we can better manage these processes, define project ownership and create a clear escalation path. We want to provide additional clarity to managers and all team members and make it easy for you to ask for help, and above all, respond to our client’s needs in a very personal way. I want us to anticipate clients’ needs and be more proactive and less reactive, rely less on email, and pick up the phone. Involve your practice manager. Build those relationships. Let us know how we can help. We’re listening!
- Communication and collaboration. We are discussing how we can better share information so that we all are on the same page regarding client and project health and team member needs for support, and roll up our sleeves together to offer solutions. We need to revisit how we deliver service, what WOW is, and what our team needs to deliver that experience. I want to make sure that we are doing a warm hand-off as we all work together to serve our clients well – not pitching work over the fence at each other. One of our first targets has been revamping the structure and content of our huddles to pare down the information shared to focus on actionable items and what team members need help with.
- Building a bench. We are focusing on building our bench strength, and this means not only recruiting A players, but also providing mentorship to our own Mosaic rock stars with the potential to take on a greater role on the team. We are looking for top talent, with solid experience, who can quickly ramp up and take on assignments. Our goal is to identify where we have skill deficits, and see how best to fill them, through additional orientation or training, shadowing opportunities with senior team members, or finding and hiring those “unicorns” that are the right fit for Mosaic at the right time. We are looking at the possibility of pairing newer consultants with veteran team members to help develop their skills and grow our own talent, or possibly, creating a junior consultant position that could relieve the tactical workload of our more senior consultants and free them up to focus on higher-value, client-facing tasks. Matt is leading an initiative to evaluate our compensation and has reached out to several people on the team to get your perspective. Ultimately, our goal is to set our people up for success.
Our priorities for the next quarter line up well with all of these areas that we feel are important to helping us sharpen our focus on the client experience and our team experience. They are:
- All Mosaicians & New Hires are Scored against a Scorecard (Krystyn Sadler)
- Evaluate Structure of Recurring Services with Recommendations for Changes Presented to Management (Lisa Mathis)
- Evaluate Structure of Professional Services with Recommendations for Changes Presented to Management (Karen Fanelli)
- Client Experience: All Accounts have Defined Owner, Escalation Path & Communicated To Client (Cherie Barnier)
- Align Incentive / Comp Plan with Organization’s Goals and Communicate to the Team (Matt Hill)
I think we are off to a good start. How do I know what we are doing so far is creating traction? I feel it in our team’s engagement, your suggestions for improvements, and your feedback on what we are doing so far. We are hearing from past clients and former team members who want to be a part of what we are doing here at Mosaic. I think our future success lies in giving all of you who are client facing the best possible tools and support to help build relationships and grow our business.
Remember, even though we’re all moving at a mile-a-minute pace most days, my door is always open to you. If you have questions or concerns, you can always reach out to me.
Thanks to everyone for your energy, enthusiasm and support. We’re on our way!
Your biggest cheerleader,