WACTEO – We are Customers to Each Other

All About Customers – Customer Obsession

Customer Obsession means creating a better customer experience from the customer’s perspective.

Organizations constantly show the commitment for the customer-first approach. The Customer needs are at the center of everything they do.

Companies that master customer obsession focus on the things they can do every day to consistently provide great experiences.

It was while working in the PMO group in MNC Organization, I heard about WACTEO.

The first time I heard the term WACTEO, I have to admit I was little puzzled.

Until then for me, Customers are those whom we do business by delivering the goods or services for in return money or financial benefit.

Customer obsession is limited to those in direct Client Engagement or Organization’s Leadership Role. But this training changed my way of thinking.

In our professional carrier, not everyone understands the importance of treating our organization’s customers (Internal customers) with a high level of courtesy and service.

Internal Customers – Go by another name “Co-workers” or “Colleagues” and they all sounds different….They also deserves the same high level of treatment, respect & satisfaction. That’s what the WACTEO talks about.

WACTEO

We Are Customers To Each Other

Whenever there are issues between coworkers, it can adversely affect team performance and in turn affects how your organization treats the external customers.

Know your organization’s mission & your role:

Knowing your role in your organizations mission in order to understand your internal customers. Role, not just the day to day tasks, but the big picture view of identifying your internal customers.

“The Achievements of an Organization/ Domain are the results of the combined effort of each individual.
VincI Lombardi

For Example, As a Data Analyst, I help the sales team to generate more revenue by maintaining an accurate database , creating highly interactive and dynamic dashboards that helps them take right decisions & in turn contact more prospects.

As a PMO, I help execute their portfolio projects efficiently by providing a tight project & process governance in the entire project lifecycle and in turn assist them strategically accomplish their business vision.

PMOs look different in different organizations, you get to work length and breadth of the organization. Most of the time, PMO needs to coordinate with various other functions within organization to effectively deliver the goals.

Internal Service is Everyone’s Responsibility:

Great Internal Service must be practiced by every member of your organization. Don’t’ create a double standard by prioritizing external service while falling short on delivering Internal Service.

Diversity is the one true thing we all have in common. Utilize positively & Celebrate it everyday in your career.
Tips for successful Stakeholder Management

Key Characteristics of WACTEO:

Just like the components of a clock are interdependent, all parts need to operate smoothly and be integrated with all the other parts. If not, the clock wont keep time.

Use the BIF approach to resolve conflicts / issues (Behaviors , Impact & Feelings)
Reduce the manager involvement as much as possible.
Be professional to resolve conflicts & escalations.
Be thick skinned to negative feelings/opinions.
Demonstrate appreciation whenever possible.
Plan to operate in peak efficiency while avoiding pitfalls that come in the form of conflict and drama.
Respect and Embrace differences.

When a Organization implements & follows WACTEO – In turn aids in successful stakeholder management in the areas of

Stakeholder Identification
Stakeholder Prioritization
Stakeholder communication
Stakeholder Engagement
Stakeholder Improvement

Happy Employees…

Happy Customers…

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