Do you sell a service, or a solution? A recent Harvard Business Review article by David Midgley extolled the virtues of providing genuine “solutions” for customers in the B2B marketplace, and made the case that what we’re moving towards is a “solution economy.” In it, B2B companies focus on what they’re best at—whatever solutions they’re able to provide—and rely on the solutions of their suppliers to handle the rest.
This is, essentially, each company leveraging the best elements of outsourcing to handle what isn’t part of their particular “solution” for their business. That may sound like a bunch of jargon, but really, it’s companies figuring out what they do best, and filling in their gaps with the “bests” of other companies. This goes beyond just packaging up different sets of options—it’s not just a “premier” solution package, or “premium” solution package. Those pre-developed options might offer some flexibility, but it isn’t true flexibility. What customers need, want, and deserve is a solution that actually works to solve their business needs. As Midgley points out, “After all, who would not prefer a ‘solution’ to their business problems rather than simply buying services and products?”
Doing all of this well comes from listening to and observing your customers. Really listening. Visiting with them on a regular basis, having “face time”, learning how they prefer to best communicate—and being willing to be truly flexible wherever possible, not just fitting them into a package. We’ve striven for the best in flexible solutions for years here at DePaul Industries, and developed innovative programs like Heart of the Workforce, our VETS FIRST initiative, and several individualized staffing programs all because of customer demand.
How does your company orient itself towards the customer? Share a comment below or tweet one to us @depaulind!