Solving Operational Pain Points

Beverly Flaxington is a practice management consultant. She answers questions from advisors facing human resource issues. To submit yours, email us here.

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Dear Bev,

Three years ago, our advisors were complaining about our phone system. I led an internal team that located a new vendor and implemented it. The advisors complained for months after the installation.

Fast forward to the virtual world and the phone system has been a godsend. It has saved us from multiple problems we would have had working virtually with the old system.

Now we are looking at changing over our CRM system. We have received complaints for years from our advisors that it is clunky, difficult to use and unreliable. I am leading a team to locate a new vendor.

While my advisors complain about things and want them fixed, once we take a step and decide to fix whatever it is (e.g., the phone system) and we enhance or improve it, we have to listen to complaints about its problems. It got so wearing on me last time around and I don’t know if I am up for it again.

Is there a way to preempt the complaints? Could I hold a come-to-the-mountain meeting and let them know I am not going to embark on this project unless they are supportive? Do I engage more people, so they are invested in the process?

I don’t want to repeat the mistake and live with the frustration if I can help it.