29 - Creating Culture and Pivoting to New Services – Serving Clients with Precedent Management

Rob Dewald and Erika Garcia from Precedent Management are this week’s guests. We discuss:

• Creating strategic differentiators
• Pivoting to new business opportunities
• Going above and beyond for clients
• Creating and maintaining an employee-focused culture.

Creating strategic differentiators are key to growing a business. In the age of technology, a differentiator may just be “the human touch.” Technology can be used to provide services, but the human component is a strategic differentiator that is often overlooked. It is important to combine the high touch/human element with other aspects of providing service to clients.

Pivoting in business is key. Many individuals and businesses were forced to pivot in 2020. Precedent had the right processes and people in place to handle the unexpected pivot. For instance, they have expanded their services from industry specific to a broader approach of providing services in various markets. When the pandemic hit and the volume dried up in their industry, they made a strategic pivot by provisioning their people, processes and proprietary technology to serve other companies. These services are critical for companies that don’t have the existing people, infrastructure, time or capital. A key lesson from this is that you need to have the right team in processes in place for any unforeseen crises that may come your way.

As they provided services to other companies, a key component of the service is the “onshore” aspect. Their people are located in the United States, which can provide benefits to their potential client base.

As entrepreneurs, they understand the importance of:

• Speed: Make sure you have the ability to provide the services quickly when requested by clients.
• Flexibility: Don’t simply focus on your services agreement. Be ready to go above and beyond for you clients when they make requests outside of your existing scope.
• Relationships: Both internal (i.e. employees) and external (i.e. clients) relationships are key in growing a healthy business. Show them that you care. Create open environments for both employees and clients. The benefits are immeasurable.

https://collinharbour.com/

http://precedentmgmt.com/

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