Strategic workforce planning is a process that ensures that your business has the right people in the right jobs at the right time to achieve your expected results. This discipline helps organisations understand their current state, forecast talent gaps, and take the necessary steps to close those gaps. It is a core business process that is often handled by HR, but it is so important to the success of an organisation that its leaders should approach strategic workforce planning proactively and take ownership of it.

We’ve all heard the saying that “failing to plan is planning to fail.” The traditional strategic planning process often focuses heavily on large capital expenditures, technology, and marketing investments. But that traditional process focuses too little on the organisation and the human resources necessary for sound execution.

It is almost as if the business takes for granted that it already has people with the necessary capabilities. The truth is that it can take several months, if not years, to get the right people into the right jobs, which can seriously hinder the execution of even the most well-thought out strategy.

We polled our experts and asked them to define a simple, straightforward strategic workforce management process. They outlined the following six steps:

• Establish where your business is going
• Understand where the labour market is going
• Understand your future talent demands
• Assess your current talent inventory
• Identify your talent gaps and strategies to close them
• Implement your strategies

The answer to this question is simple: what customers want is a product or service. It’s inherent in the very nature of the definition of “customer”—“one that purchases a commodity or service.” So it’s a perfect set-up, right? You have a product, so you must have customers. No? You say you don’t have customers? Well, maybe what customers want is more than just a product or service. In addition to these, what customers want is effective customer service skills.

When it comes to customer service, show genuine appreciation toward the people who pay your salary. Go the extra mile to learn their name and listen to them. Take their concerns to heart. Treat customers like a friend, or at least a very good acquaintance.

Above all, what customers want is to interact with someone who is genuine, professional, real, informed, and not only looking out for their best interests. Customers really do matter to the success of your company, so treat them right. Don’t gloss over their requests or insult their intelligence—after all, you should be more knowledgeable than them when it comes to your product or service. Choose the words you use wisely: customers in a hotel or restaurant, for example, are “guests,” whereas customers in a retail store are “business partners” and should be treated as such. What customers want is a product, not a pitch. They understand that you’re human, too, and if you treat them with respect, they’ll understand occasional imperfections. Just be real with them. Be humble and gracious with them, and you’ll ultimately provide customers with what they want.

We provide the following services:

• 1:1 Training and Mentoring Sessions
• Marketing Review and Strategy Support
• Strategic Planning for Growth
• Personal Development Support
• Team Development Support
•  Profile XT Support

We can also help you cover the costs of your coaching and training requirements with a special non-repayable grant.

To find out more about our services and how we can help you, get in touch using My Online Scheduling system to choose a convenient time for a call.