TRUST Is the Key to Successful Projects

As I just finished wrapping up a project today, I realize that the key to executing a successful project is TRUST.   Trust between you and your customer, trust between you and your vendor partners and trust between your vendor partners and your customer.

This particular project was an expansion and modernization of an existing distribution center.  The project included a new expanded mezzanine (or platform in this city because a mezzanine is a physical structure of the building!), relocating shelving and inventory onto the new platform.  Installing new Pallet Rack and Pallet Flow Rack and updating a 20 year old conveyor system.  All while the customer continued to ship orders and operate his business.

We were able to establish a high level of trust early in the project and between all parties involved.  The customer had an implementation schedule that was very aggressive.  We shared from the outset the components of the schedule that were realistic, those that were amusing but not do-able and those that none of the parties could control - the permitting process from the City.  Once we came to terms with what the actual schedule would be, the expectations were set based on mutual agreement.  Now we all trusted each other that the schedule could and would be met.

We also addressed the phases of the project that would be very difficult and discussed how we would work through those phases.  I used a phrase that I stole from a customer many years ago; "remodeling a working distribution center is like remodeling a bathroom in a one-bathroom house - with a wife and four daughters living in the house!"  There were clearly difficult days and at times weeks, but again, we set a realistic expectation based on mutual agreement and trusted that all parties would work through the difficult phases.

So today was the time for smiles, handshakes, pats on the back and other celebrations.  Although the project DID NOT run flawlessly, the trust was in place that all parties would work through the challenges and bring a successful project to fruition.  And that we did - by trusting that each member of the project would execute his piece and work with the others to a common goal.

visit www.elitescs.net to learn more about our project execution strategy and the vendor partners we work with.

Do you have EARS when you are with your clients?



I recently attended MHEDA's (www.mheda.org) 58th Annual Convention & Exhibitor's Showcase.  Among the many excellent speakers, presenters, workshops and exhibitors, one of the messages that has been going through my head over and over was delivered by Warren Greshes, President of Speaking Success.  Warren had a tough draw for his "tee time", going up against a perennial MHEDA favorite, Alan Beaulieu.  Those who missed Warren's presentation may want to go to MHEDA University to view the presentation.

The title of Warren's keynote was "Make My Life Easier: What the 21st Century Client Really Wants".  The session was in a work-shop meeting room, so Warren's voice "boomed" and echoed off of the walls.  That was a good thing right after lunch!  As Warren delivered his message, he came to the point where he suggested that success will come if you have EARS for your client. Be an: Expert, Advisor, Resource and Single Point of Contact.  His examples during his presentation were on-target and made sense, but the message didn't start to sink in until I was driving to a sales call the day after I got home from the conference.  During my drive to the appointment, I started thinking, "what can make me stand out from all of the other people this prospect may be talking to?"  Then I thought of "EARS"!  

I started to think about what I may know about this prospects' business and world and how I could frame that into a position of Expertise.  What do I know about this industry and business that may cast me in the light of an Expert?  Can I use that during this call?  In fact, there were things I was able to use that portrayed me, if not as an expert, certainly as someone who has helped solve similar problems to what this prospect is experiencing.

As we were walking through his facility, I had the opportunity to be an Advisor.  I was able to point out some things, both good and not-so-good, that the prospect is currently doing.  I was careful not to over-criticize and do dangle some potential solutions, but not give away the "secret recipe".

As this relationship develops and grows stronger, I suspect that I will have the opportunity to be a Resource to this client and, if I am diligent in my work, become a Single Point of Contact for him.  

But the most important thing I came to realize is that in order to be EARS to your clients, you need to use your Ears!  Asking questions and then shutting up and listening, the prospect walked me right into the positions of being able to be perceived  as and Expert and Advisor.  Since then, I have been practicing and taking opportunities to be EARS on all of my calls, and the results, although early, have been fantastic!