There are various fundamental approaches* that businesses can take in order to maximize their service management while working within a remote world.
In this webinar, Todd Kane (Evolved Management Consulting) and Paul MacNeill (WisePay) explain what it means to achieve service excellence, including the importance of creating and maintaining value-based connections, supporting your team, and how to measure if your resources are best deployed for a modern working from home (WFH) model.
What does service excellence look like in a remote work model, and how can we achieve it?
Todd Kane and Paul MacNeill shed light on the essence of service excellence, emphasizing the significance of cultivating value-based relationships, providing robust team support, and evaluating the optimal deployment of resources in a contemporary work-from-home (WFH) environment.
Avoid micromanagement: Set clear expectations and empower your team.
The critical question Kane poses is, "Everyone is busy, but what are you truly striving for?" He outlines strategies to maximize team potential through practical steps: establishing key performance indicators (KPIs), clearly defining expectations, and ensuring that efforts align with achieving "quality closes" and client satisfaction, rather than merely completing tasks.
Quality assurance should enhance productivity and accountability without demoralizing employees.
Kane further elaborates on how businesses can ask more insightful questions to drive productivity. For business owners concerned about the potential negative impact of remote work on team culture, Kane offers effective strategies to overcome these cultural hurdles.
What are my financial duties from a service management perspective?
Kane and MacNeill guide you through identifying and preventing "service leakage" by understanding financial metrics, planning your workday efficiently, and adopting a proactive approach to new projects. Kane explains the crucial focus on project delivery, covering resource scheduling and modeling, forecasting, and prioritizing service delivery metrics from both profitability and project execution angles.
To ensure long-term success, businesses must clear their backlogs and continuously bring in new projects. This will determine whether they merely survive the next month or thrive in the future. MacNeill highlights the importance of focusing on accounts receivable days and implementing systems that expedite payment processes.
See more about this Survive and Thrive webinar here.
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Hosted By:
⭐ Paul MacNeill | VP and GM of WisePay at ConnectWise
Special Guest:
⭐ Todd Kane | CEO, Evolved Management Consulting
