Reminders learned the hard way – through bumps and bruises

At PeopleResults we have recently gone through an internal technology implementation. It has been bumpy, as most technology rollouts are. I’m sure you, as readers, have been there, done that, at some point.

Along the way, I have been reminded of a few important lessons that, although not new, have been felt acutely on our journey. It seems like we’ve earned these learnings the old-fashioned way, if you will… one bruise or skinned knee at a time.

Here’s what I mean:

One size does not fit all… ever

  • Our example: We have a variety of technical set ups. Our team consists of a mix of Mac and PC users. Simple things like instructions required customizing for different equipment and software.
  • Client example: Approaches to learning and/or communications for a project usually require tailoring to each audience. What Department A needs differs from what Department C needs. Adjust accordingly.

Ask the right questions up front

  • Our example: Our technology partner expected us to mirror their other customers. In reality, we’re quite different. In hindsight, it’s clear they didn’t ask enough questions at intake to understand our business requirements. As a result, they have been scrambling to adapt ever since.
  • Client example: Invest the time early in a project to understand stakeholders and their needs. Skipping over this at the beginning guarantees problems, or disconnects, as the project progresses.

Users just want to do their jobs

  • Our example: Sometimes consultants asked technical questions; other times they asked functional questions. In all cases, they sought quick resolution. They wanted to provide their usual, fantastic client service.
  • Client example: The most effective post go-live support prioritizes business enablement. This usually means planning for both technical and functional experts to regularly spend time on calls together answering user questions (ex: Office Hours). Plan for this in advance.

Wishing all of you problem-free implementations in your future. Fingers crossed you can learn vicariously from our experiences.