As we all know, customer requests are made all the time during ERP implementations. As a software consultant, I believe it is important for me to help the customer as best I can by providing a methodical way to answer their request. I typically employ the “SARR” process when responding to client requests.
Here’s a breakdown of the steps:
“S” reminds me to Stop. I need to make sure that I stop and listen completely to the customer’s request to make sure that I understand it thoroughly.
“A” refers to Analyze. I do my best to analyze both the short- and far-reaching effects this request might have on the overall business process or the program. I attempt to analyze all related factors. Sometimes a request, while seemingly simple, can have an adverse effect on other parts of the company’s processes or program.
“R” stands for Research. Unless I already know the answer from previous experience, I rarely give an immediate response. Instead, I take the time to research and determine the best method for solving the issues. Options I look at include the following:
- Can the issue be solved by implementing an add-on solution?
- Is there another method that we can use and document to solve the issue?
- What other resources do we have that could help solve the issue?
- Is there a configuration setting we can adjust to solve the issue?
- Should we consider a minor change in one of our existing processes to solve the issue?
Finally, the second “R” refers to React. This is the part of the process where I can provide the solution path to the customer. Depending on the request, the solution might be a custom design, an add-on solution, a change in the overall process or a configuration setting change.
By following these steps above in a systematic fashion, I am able to show the customer that I am working together with them to protect their investment. Taking the time to vet out the request assures the customer that I care about the success of their business and that I will be a good steward of their money and time.
