Competency as Defined by Customer

Many IT organizations think they are pretty competent at what they do.

They keep the servers up. They keep the networks up. They staff the service desk, so X% or better of calls get answered with 30 seconds.

Yet, they find it difficult to have the strategic conversations with their customers. They cannot seem to get the seat at the table to discuss and contribute to the bigger picture.

Perhaps one problem is to recognize who defines the word “competency.”

Competency is subjective.

Being competent at what you do or (even better) the best is determined, not by you but, by your customer.

If you are not “competent” at the very things that your customers care about, your customers will not likely consider you competent.

If you do well at the things your customers truly care about, you will appear to be competent and start accruing trust and creditability. On those rare occasions where we stink at something, our customers will tell themselves the story that stuff happens and quickly move on.

It is a harsh truth, but we as human beings are all biased in one way or another.

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