Thursday, September 04, 2014

How to Increase Client Communication Quality Using a "Second Set of Eyes"

I was recently reminded of a practice we had at the consulting company I worked at (before my current employer)

We realized that by having a "Second Set of Eyes" look at every artifact that went to the client, we could increase the quality of communications with the client.
By "Second Set of Eyes" I mean to say that we would have someone look at emails, documents, artifacts, and deliverables before they went to the client. One or more persons would create the "artifact" and someone else would review it. It was that simple. Yet, the payoffs were huge!

In some organizations there are business controls that dictate that at least two people are involved in a transaction. This is especially true of financial transactions. For example: an invoice isn't created and sent to the client by one person. Of course, this is to ensure that financial improprieties are not carried out by one individual (or a group of individuals), but it also does add a certain amount of quality to what is sent to the client. These controls are certainly an attempt to prevent financial misconduct, but as an additional benefit, having a second person review an invoice (for example) might cause them to catch that the amount is incorrect or an address is incorrect.

So, we can see the benefits of a "Second Set of Eyes" on everything we send to a client.  This holds true even for just proof-reading: is the English grammatically correct, did we use the correct references, are the links good?  But, it also takes on more value when a Subject Matter Expert (SME) is involved and reviews the item with a deeper understanding: Are we using the correct terminology, is the technical explanation valid, is the quote reasonable and accurate, are the formulas in the spreadsheet correct, are our assumptions stated and valid?

Please comment below with your thoughts about the value of a "Second Set of Eyes"

No comments: