We want to transform but might dread the effort and strategic thinking it takes. Here are three easy steps I follow to continuously transform: Identify the roles and functions within your business and who holds each. Acknowledge where there are capacity gaps, work overload, or lack of skill/budget to fill a role. Then infuse staff or outsourced providers into the mix as a possible solution. Write down what your client servicing process is and how you will introduce a potential client into that process (the WHAT). Decide who is involved in helping (the WHO). Decide if it will be a mix of online portals and remote video meetings or paper reports and face-to-face meetings (the HOW). Use markers, white boards, and public areas to write it out so everyone on the team can help. Look at your tech stack and ONLY infuse new technology when there is a need to free up capacity, produce the client servicing process you want, and the tech you have is insufficient.
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