What is “Value-Added”?  According to Wikipedia, “Value Added refers to the additional value of a commodity over the cost of commodities used to produce it from the previous stage of production …”

Enough of the technical definition – What is Value Added and how can this be of benefit?  Value Added is defining yourself as being a value to your client.

This can be in the way of an additional product or resource.  Think of it as “setting yourself apart” from your competition. What makes you and your product/service special and why should clients chose you over other resources?  Are you one of the bunch or do you stand out in your field?

I’ve found that “value added” can be as easy as a returning calls within a certain time frame and/or just taking pride in your work and your work environment.  Let’s look at a few “value added” items that are of no additional cost to yourself or your company and can set yourself apart of the competition relatively easily.

Relationship – how is your relationship with your clients? Are you a partner to your client and works with them to reach their final goal? This is always important and a great way to establish a long lasting relationship in any economy.  Your client needs to feel that they can talk with you easily, share ideas and goals and rely on you for your input.  Communication is the most important aspect of any client relationship.

Relationship building does take time and is well worth the effort when you have a client that shares companies goals and strategies with you and provides you with the ability to share ideas and/or resources with them that can assist with their goals. This puts you in the place of becoming a value added resource to your client.

Something as easy as taking a client to lunch occasionally, stopping by to check on them and/or see how things are going, sending a brief note that has an item that they may be interested in (either professionally or personally) and most importantly, returning correspondence in a timely manner.  Remember, the personal touch, not relying on email for all correspondence, sets you apart.

Customer Service – Your Company already has a customer service department that handles your client’s projects.  How responsive and helpful is your customer service department? Do they return calls/correspondence in a timely manner?  Do they go the extra mile and actually make a phone call vs. rely on email?  Is correspondence detailed and provides the client with all information vs. having to go back and forth in email? These are all very important aspects to good customer service.

Service/Products – Does the workers take pride in the products/services you offer? If they do, then there is less of a return rate or customer dissatisfaction rate, therefore this is a value added to your customer.  In today’s economy, the last thing anyone needs is a customer who receives a product or service and they are not satisfied. You don’t need to give your clients reasons to go to the competition.  Reviewing procedures and policies and having a stable/employee work environment is key to reducing customer returns.

Some other great resources for setting yourself apart and leading in tough times can be found at www.bizzia.com called “10 Ways to Lead in Tough Times“

At some time during your management experience, you’ve probably had that web site project that just won’t end.  The project scope changed about a dozen times throughout the project and although completed and launched, just can’t quite get to the final project sign off.  What do you do?

Good customer service practice says you keep at it until the customer is satisfied. But are you and the customer really putting the necessary effort into the project at this stage?

As a project manager from either side of the spectrum (vendor or client), you always want the project completed to everyone’s satisfaction. This was the goal from the start and something that everyone has tried to accomplish.  But there are instances where due to project scope changes, personnel changes and/or other factors, it is best to realize the stage where you are and admit, that perhaps it’s time to stop and regroup.

Is it time to get someone else involved in the project to shed some light on the next steps?  Is it time to have a meeting to review where the project is and why it is at the current stage then put a plan into place to complete the outstanding items? Is it time to perhaps stop all together and admit that based upon current requirements and/or changes in direction, perhaps it’s best to sign off on what’s completed and go separate ways?

It’s always difficult to come to these decisions, but in the long run it may be the best course of action for a project that just doesn’t seem to have a light at the end of the tunnel.  Trying to continue without clear definition isn’t doing anyone any good, not the vendor or client. Sometimes embracing the situation and going to the next stage is the best course of action.

Both sides, client and vendor, would appreciate the honesty and the fact that a strategy/plan has been put into place, whether ending or continuing.  There is a light, you just need to realize it and take the next step.