The Year of 416% Return

416% return on investment!!! This was a year that was highly memorable and it's not just because of the financial gains. I was reminded of this moment after having a conversation the other day with a gentleman in Africa who was very knowledgeable about investments. He has researched and delved into many investments in his lifetime from stocks, to trading to business ventures and is sustainable to this day. As the conversation evolved, I thought back on one of the best moments in my 17 years of global consulting and this came to mind.?

You see we all want to have good returns.... whether it's in our relationships, businesses or even personal life. I mean how many of us would sacrifice the fatty burger and fries or late-night sweets if we weren't going to see an impact on our weight? Or spend months in a relationship getting to know someone without an end goal of committing to them? Everything we do requires effort, and we expect to see returns.... business is no different. So how did I make 416% ROI consecutively every quarter? Well, let me tell you.?

The short answer is effectively working with global companies and doing so in a way that I ensured the value I was expecting was going to be actualized. I was hired as a consultant for a US company who needed to streamline their operations, improve their revenue models and enhance their customer satisfaction. They didn't want to outsource out of the country although they knew that I ultimately would default to that methodology some point in our relationship. Because I have worked and studied so many countries, companies and cultures, as the scope of work began to unfold, I was clearly seeing where the biggest 'bang for my buck' would be... the Philippines. Now many have heard of doing business in the Philippines especially for healthcare focused BPOs (business process outsourcing) but what many fail to realize is the power of connectivity and relationship in this beautiful place. Living there for a few years helped me to have firsthand experience in the ways of the people and embrace their individuality.?

So, as I began forming a team to help with the day-to-day operations for this client under my direct supervision, things began to just fall into place. I did however encounter one challenge: client-facing communication. You see as a US based company sometimes we take for granted the impact of having the right person at the right time with the right words. Some nuances in our language cannot be taught. And this lesson was one that I had to learn firsthand although I have been an expert in global consulting primarily outsourcing for many years. Overcoming this challenge was not impossible but required me to think about how I would be able to help more companies facing this similar situation. So, as I mentored and quality checked key team members who would be communicating directly with the client, I saw just how quickly things can thrive and then fail within a blink of an eye.?

Outsourcing is more than just ensuring the work is done. Communication is essential and if not carefully monitored can disrupt your operations internally and image externally. So, for my fellow US executives who are delving into the outsourcing world, be sure you understand the communication process of the company. In the event the 'Ciara' is not available who will you be speaking and dealing with? What happens when the point of contacts are out of the office or outside of your business hours? Can you be confident when you rest at night that the conversation you had did not draw up any red flags or bring a sense of doubt?

And for my beloved offshore companies, ensure your key personnel have the aptitude, expertise and fluidity to speak with your US clientele. Before engaging with a client, have a clear communication process and I'm not talking about a diagram from Google that shows how the requests will flow through your operations. But truly think about who will represent your company in front of the client and how their voice will impact the client's perception and possibly even lines of business.?

It's possible as I've experienced to have great gains and reach amazing heights in outsourcing. But contrary to an old saying I used to hear as a child, sticks and stones may break your bones, but words can actually hurt you. So be mindful of this and create an environment of communication that empowers your partnerships... not break them down.?