Save Time, Money, & Frustration

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Everyone appreciates a good set of thorough instructions – especially when working with a complex project. I remember putting together model cars as a child, and really appreciating how explicit the manuals were in both text and design. Had they not been so detailed, I would have given up on the art of toy car assembly, and sadly taken up another hobby.

Unfortunately, we’re hearing similar appreciation may be dwindling within some sectors of the outsourcing community, with accusations of straight up ‘instruction-fail’ aimed at those hired to carry out a process. One outsourcer complained, “It’s like [name removed] completely ignored what I told him to do! On purpose!”

Instructions W/o Reinforcement Are Ineffective

After taking a look at what this outsourcer instructed his service provider to do, we concluded his instructions were as clear as they could have been. So what went wrong? Why did this outsourcer have so much trouble with his provider? We can only guess that for some, thorough instruction just isn’t enough.

Perhaps if this outsourcer had followed up with a bit of reinforcement, he wouldn’t have been so frustrated. It’s important to remember that no matter how intelligible a set of instructions may be to you (and others around you), there’s a significant chance they may not be the same for someone else.

Verification = Savings

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It’s also important to remember that though it takes additional time to verify you’re being understood, you’re saving time (and money) in the long run. Correcting errors that are the result of confusion delays projects and increases costs – especially when things like re-licensing, rentals, and late fees play a role. Since you’re not in the habit of wasting time or money, reinforce your outsourcing instructions. At the very least, you’ll save yourself the frustration that the outsourcer described above experienced.

Reinforcement Ideas

Here are some ideas you can use to reinforce your instructions.

• Have your provider recap your instruction’s major points.
• Invite your provider to ask questions.
• Ask your provider for a critique of your instructions.
• Present a hypothetical problem and ask your provider to solve it using your instructions.
• Seek details on how your instructions will impact your provider’s work habits.
• Inquire about instructions that are new to the provider.
• Get a sense of your provider’s process by asking which tools s/he’ll use for each step.

The goal behind these ideas is to not only feel confident about your provider’s comprehension, but also to simply get a conversation going. Some people are so shy, they won’t raise a peep — even when they’re confused about something! So get them talking with these tips.