This is the philosophy and policy we use in our businesses for the client / staff relationship.
A little background on this, about 10 years ago we had a great team member named Ashley Grant. Her dad was the CEO of Shell Oil for the entire world. And during her time working here, he gave us a lot of advice on how we can improve our business and service and this was one of the items. It’s called the “Doctrine of Completed Staff Work” and it’s more of a military principle, but we have adapted it to serving our customers.
COMPLETED STAFF WORK
*Adapted for BRC Brands
The doctrine of “completed staff work” is a doctrine of this business.
- “Completed Staff Work” is the study of a problem, and presentation of a solution, by a team member in such form that all that remains to be done on the part of the client, or your supervisor, is to indicate his approval or disapproval of the completed action. The words “completed action” are emphasized because the more difficult the problem is, the more the tendency is to present the problem to the chief in piece-meal fashion. It is your duty as a team member to work out the details. You should avoid busying your client or your supervisors, employers with the small details. You may and should consult other fellow staff members within your level. The recommendation, should, when presented to the client or supervisor for approval or disapproval, be worked out in finished form.
- The impulse which often comes to the inexperienced staff members to ask their client or their supervisor “What do you want?” recurs more often when the problem is difficult. It is accompanied by a feeling of mental frustration on the client/supervisors end. The client often thinks ‘This is what I hired RHD to do! Why am I being asked to figure out the details?” It is also considered “easy” to ask your supervisor what to do, and it may appear easy for her to answer. Resist that impulse. It is your job to advise your client what they ought to do, not to ask him what you ought to do. The client needs answers, not questions. Your job is to study, write, restudy and rewrite until you have evolved a single proposed action – the best one of all you have considered. Your client or supervisor merely approves or disapproves.
- Do not worry your client or supervisor with long explanations and memoranda. Your views should be placed before the client in finished form so that they either agree or disagree in a swift fashion. In most instances, completed staff work results in a single, concise document prepared for the approval of the client. If the proper result is reached, the client will usually recognize it at once, and make their approval.
- The “completed staff work” theory may result in more work for the project manager, but it results in more freedom for the client. This is as it should be. Further, it accomplishes two things:
- The client’s time is respected.
- The team member is ready to “sell” their recommendation with confidence.
When you have finished your “completed staff work” the final test is this:
- As you present recommendations or complete tasks, would you be willing to stake your professional reputation on its being right or completed to the fullest accuracy?
- If the answer is in the negative, take it back and work it over, because it is not yet “completed staff work.”
Examples of Completed Staff Work:
Printer recommendations:
WRONG WAY: What printer would you like to use for this project?
CORRECT WAY: I have gotten bids from two of our preferred printing vendors, and the lowest bid came back from Printer A at $1234.56 for your project and it is my recommendation that we use that vendor. Does this sound good to you?
(Client either responds yes or no)
Design briefs:
WRONG WAY: What do you want on your design?
CORRECT WAY: I have reviewed your logo design questionnaire and put the following design brief together to pass along to our designer. Please let me know if this meets the vision you had for the project.
(Client either responds yes or no)