Interim Solutions Showcase – March 2020

Silencing the ego and getting the job done

Whether you work in retail, financial services, travel or any other type of industry, taking time to getting to know your clients or customers can make the difference between them staying loyal to your business or going elsewhere. Despite the unrivalled importance of making the effort to talk to clients and ask them what they really want, a concept the Harvard Business Review refers to as ‘jobs to be done,’ many companies are still failing in really getting to grips about what the client wants.

The concept of ‘jobs to be done’ was developed, in part, as a component of the theory of disruptive innovation, which essentially explains and predicts the behaviour of businesses in danger of being disrupted.

The jobs to be done theory transforms a company’s understanding of their customers and the choices they make in a way that data collection cannot achieve, because it focuses on knowing more about a customer and what they really want. The theory likens the products customers buy as something they effectively ‘hire’ in order to get a job done. If a customer likes a product, they ‘hire’ it again, and if they don’t like a product, they ‘fire’ it and look for an alternative.

This principle can be applied to the Interim resource arena, where the product is effectively the human resource ‘hired’ in to assist an organisation in some way. If a hiring company (client) doesn’t like a recruitment firm they stop using them, the same way a customer may stop using a product from a supermarket if it fails to meet their expectations.

Talk to clients past, present and future
This is when the importance of talking to clients is paramount to maintaining a loyal and contented client base. Whether a client is a past, present or future client, having a discussion with them about what they really want, why they’ve not engaged more and/or why they’ve stopped buying Interim resource in, is a sound approach to, not only making a client feel more valued, but in aiding an understanding of what companies really need in terms of Interim resource.

Silencing the ego to learn more
It’s not uncommon for recruiters to avoid asking a client why they don’t like them or their offerings/approach, probably because it hurts the ego. However, by essentially ‘silencing the ego’ we can learn so much more about what our clients really want.
After all, companies tend to know what is good in what they do, and so now look at what they can do better.

The profiles of some highly experienced Interim executives, who are currently available, can be viewed here. They are serious professionals, highly capable, and ready to help your business do better. If you would like to find out more about any of these excellent Interims, or indeed need help from someone with an alternative skill set, do get in touch.