Career Management, Talent & Capability

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Hello, We are company that provides services to retail. Our largest company has been most difficult to work for. Although we meet sales goals we seem to be constantly criticized.
One of our employees just accepted a position with another company that we work for. We have someone in place to take over the position. In a week I must let the company know of the change while assuring them we have another person to take his place without any hiccups. How best to I convey this change in a positive light when we are always scrutinized?
Thank you

Hi Mskitty

I dont think you have a real problem here. Its just a matter of perception and understanding. Perception because the solution to your (non) issue depends largely on your & your customer's perception of change. Understanding because it also depends on how well you understand human dynamics viz a viz client customer relations. Let me elaborate..

1. Change is the only constant in our life - both professional and personal. It all depends on how this change is perceived and communicated. No one objects to change if it ensures continuity and growth and that is exactly what you must communicate that the new person will not only ensure continuity but will also work towards improving the relationship. If possible use the profile of the new person to emphasis this. That should take care of the situation.

2. But dont be surprised if they still come back to you with heavy criticism. They are just ensuring you are always on the defensive. Some clients are of the opinion that to ensure good consistent vendor service it is important to always keep them on tender hook. That ways they are always on their beck and call. That is exactly what is happening here. They criticize not because of what you are but because of where they want you to be - On their beck and call!!! Expect it, Understand it, accept it and use it to your advantage....

My 2 cents for whatever it's worth to you.


Navneet Chandra

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