Blog • Aim to exceed • PacSol UK

We all want to avoid disappointment. Everyone has an example of seeing or wanting something only for ‘whatever’ to be delivered and for it to fall short of our expectations.

On my recent holiday, I was disappointed twice (it became a running joke) with my menu choices over a couple of lunches. Both times I sat and watched my family enjoying their far more interesting / substantial / tasty choices as I stared in disbelief at my own.

I am sure we have all had the food outlet experience where the picture advertising the promised meal is only vaguely related (distant cousin from an aunt twice removed) to what is delivered to you. Occasionally I have no doubt we have all briefly thought to react like Michael Douglas (in ‘Falling Down’) or Dave Grohl (in the ‘Walk’ music video) when the lacklustre effort is placed before us.

The same is true in the business world. I am very fortunate that having started a few different roles in my time, the job has always met and indeed even exceeded my expectations but there are many I am sure who have been promised so much during the interview and the new role / company has simply fallen short.

And this is something that PacSol are extremely mindful of when proposing a new partnership with a client - it is all too easy for a salesman to over promise which will only lead to a ‘sour’ relationship from the off. When PacSol considers the requirements of a new client or even changes at an existing client, we are always mindful to manage expectations - concentrate on what can be achieved and how it will bring real benefit. It is always nice to hypothesise about extended benefits and potential bonuses but these should always be treated as such - not sold as an absolute.

It is true that the products and services we provide can dramatically improve the efficiency of any department in an organisation. It is true that a document management system will benefit process efficiency, adherence to compliance and boost collaboration. In fact sometimes I wonder if people read the list of claims and think it's simply too good to be true. What a document management platform won’t do is simply solve all your business process woes and return a pile of cash to your organisation just because it is installed. 

When the implementation of a document management platform is correctly scoped, planned, targeted (for maximum initial benefit) and continually revised over time, it will provide an organisation with an appreciable ROI: 

• Removal of mundane tasks (freeing employees to concentrate on what matters)
• Ensuring all tasks (whether a priority or not) are addressed by the right employee (first time) 
• Mitigating against any loss generated through fines, compensation, legal issues etc when service targets or deadlines are missed.
• Integration with other systems to enhance department collaboration and efficiency

At PacSol, our knowledge and experience with the platforms and applications we support means we never over-promise, however, we always aim to exceed our client’s expectations. That is not to say we ever undersell the products to achieve this, we simply work in partnership to ensure that at the very least what is expected is delivered. 

It is not rocket science*.

*although apparently delivering a delicious, visually appealing chicken burger (as per example above) is clearly 'rocket science' for some establishments…

Toby Gilbertson. Director of Operations at PacSol. August 2023

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