In the Face of Uncertainty, Leaders Must Provide Clarity

In the Face of Uncertainty, Leaders Must Provide Clarity

Disruption happens.

And when it does, expectations are replaced by uncertainty. In the case of the Coronavirus, that uncertainty has no apparent endpoint. The consequence is tremendous anxiety. If you are a leader, your staff looks to you for direction. Leaders must manage the anxiety that can lead to bad decisions or behaviors[1], and decreased productivity.

In the aftermath of 9/11, businesses realized the importance of disaster recovery and business continuity planning. Many companies without it did not survive. The difficulty of such planning is that it cannot see that for which it is supposed to prepare. Planners draw up plans against best-guess scenarios such as fires, floods and earthquakes. Now those scenarios include terrorist attacks and mass shootings. It’s a grim job, and planners labor in the face of the unknown. But who anticipated the possibility of a pandemic shutdown? Very few.

Nine months in, there is still a lot of uncertainty. The end is not yet in sight. What can leaders, whose crystal balls are no better than their staffs, do to manage the anxiety and keep things moving? How do you provide direction, inspiration and hope?

You don’t have all the answers. But in the face of the uncertainty, you have to provide clarity. Determine what you are going to do and communicate that to the team. Your plan for the year may be in ruins. There are things you cannot do. Focus on what you can do.

“During times of uncertainty, positional leadership, titles and tenure … don’t count for much. Clarity wins the day,” says Andy Stanley, founder of North Point Ministries in Atlanta and a speaker on leadership. “People crave certainty, but in times of disruption and uncertainty, clarity is the next best thing to certainty. In times of disruption, clarity will suffice.”

Marc Kahn, the global head of people and organization for the international banking company Investec, says the way to do that is to focus on what is certain. “We need to pinpoint what we do know, what we can do, and where we can plan. Name it, be clear about it and stand by it. In doing this you will reduce the level of uncertainty and the effect will be a sense of containment, calm and order.”

Stanley again: “Clarity addresses uncertainty, it doesn’t remove it. Clarity says, ‘I don’t know what the future holds but here’s what we’re going to do in the meantime. … Here’s the plan for now, and we’ll adjust the plan as circumstances demand.’”

Given that we’re many months into this, you have already done some of this. For example, you scrambled to implement health protocols, or you set up remote work policies and processes. Necessity forces your hand. Accept it, grab hold and define immediate steps. Once those are in place, determine the best next step.

Communication is as vital as ever, but more challenging since, in most cases, it is not face-to-face. It involves listening to your people, knowing how they’re doing and what their anxiety level is. Be aware that the News focuses on the bad, and what could go wrong. Bad news sells. Counter that by calling out what is working, what has gone well.

Reality can be brutal. Accept that, admit it. But in its face, make the best decisions you can. Offer a plan “for now.” You will make adjustments according to changing circumstances. As a leader, admit what you don’t know, be clear about what you do know and will do. You don’t know what’s going to happen. But you know what you hope for, what might be and where you want to go. Determine steps you can take in that direction and lay that out. “Here’s what we are going to do. And in case of ‘X,’ we’ll adjust.”

Clarity means everybody knows their assignment, everybody knows their time-frame, everybody knows what to do next, even though nobody knows what’s going to happen.

Providing that clarity will calm nerves as it gives people a focus. That focus on taking the decided steps and meeting specified expectations will get people moving. Doing what you can do now will replace worry or at least provide a counterweight to it. To paraphrase the famous British poster, Keep Calm, Provide Clarity and Carry On.

For some, now may be a good time to relieve staff pressure by implementing vendor self-service inquiries or vendor onboarding and compliance portals. If you would like to learn more, contact us.

[1] Marc Kahn, Business Day, June 28, 2020,

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Stop Calls and Emails, Enhance
Service and Increase Profit!

InvoiceInfo saves labor hours and cost by helping suppliers and internal staff easily and instantly get answers online to their invoice-payment questions.

If you are like many finance leaders today, you are being challenged to reduce costs more quickly. InvoiceInfo delivers real bottom-line results almost immediately, allowing you to deploy your customer service staff to focus on more productive, bottom-line oriented tasks.

Let us show you how InvoiceInfo's vendor self-service portal can help your organization eliminate invoice inquiry emails and calls while enhancing service to your accounts payable customers.


Get Up and Running Quickly and Seamlessly

InvoiceInfo and VendorInfo are standalone applications that can be up and running in as little as two weeks, with little or no IT resources required.

The faster your online portal is up and running, the sooner you will start reaping the benefits. InvoiceInfo and VendorInfo are dedicated solely to helping AP and procurement departments slash the time and expense of servicing vendors, while improving customer service for their suppliers.

InvoiceInfo and VendorInfo are simple solutions with big results. They are easy to implement and easy to use. Here’s how one customer described the process: “You give vendors a URL, provide instructions about what they need to know and tell them to go use it.” It really is that easy.


Improve Productivity with a Self-Service Solution

For most organizations, deploying a technology solution is a significant investment, and like most investments, the decision point ultimately comes down to the expected return on that investment.

According to a recent benchmark study by The Accounts Payable Network, 60% of AP customer service calls are from vendors while 40% are from internal customers. Vendor issues actually make up even more of the AP call volume than the 60% identified. Many times when a vendor has an issue, the vendor contacts their buyer or purchasing representative, who in turn contacts AP. Even though the call comes from an internal customer, the question originated with the vendor.

Vendor calls affect productivity in your organization exponentially. When vendors call the requisitioner, they are affecting that person’s productivity. Your internal customer’s productivity shrinks when fielding the vendor’s call and again when making the follow up call to AP and getting back to the vendor. Finally, AP’s productivity suffers as a result of the internal customer’s call, the payment status research and the follow-up communication.

With a minimal investment of IT time and talent, you can start reducing customer service calls and expense in a matter of weeks. In addition, you improve vendor relations since you are giving your vendors what they want — answers to their questions immediately — a win-win for everyone involved!


Easy and Economical Solution to Serve Vendors Around the World

InvoiceInfo can help you provide best-in-class customer service to your vendors around the world at a fraction of the cost.

Many organizations today have offices and operations throughout the world and are dealing with many time zones, different languages, and in some cases multiple ERP systems. InvoiceInfo currently supports different languages and can easily work with multiple ERP systems in different locations.

The key to good customer service is to provide the information that the customer wants when they want it. Whether your customer is a vendor waiting for a payment or a colleague that needs information on payment status, they want their information right away. If your organization has vendors and offices in other countries, they can be challenging and expensive to serve. But, with InvoiceInfo, your international vendors and internal customers can access the information they need when they need it.

With InvoiceInfo, you won’t have to staff your customer service team with 24-hour coverage in multiple languages to provide high-quality customer service around the world.


Enhance AP’s Role As a Strategic Partner

Learn how InvoiceInfo can help AP do more with less while continuously improving productivity and bottom-line results.

Many automation technologies such as scanning, workflow, e-invoicing, ACH, and electronic invoicing require significant investments of money, time and talent, making it difficult to get buy-in from upper management. Not InvoiceInfo!

If your goal for your AP department is to reduce costs quickly, call or email us today to learn more about how InvoiceInfo can help you achieve this goal through a quick, inexpensive and easy implementation of a vendor self-service portal.


Enhance Vendor Relationships

InvoiceInfo helps suppliers’ AR departments with simple and convenient access to invoice payment status online at a cost savings for all involved.

It may seem that the organization paying the vendor should hold all the cards in the relationship. But sometimes the opposite is true. Past-due payments and customer service perceptions can harm supplier relationships and disrupt the supply chain.

Your vendors and vendor relationship managers are living in a dynamic, fast-paced environment, so when invoice information is required, it is needed quickly and expected to be of high quality. With InvoiceInfo, your suppliers get answers to invoice inquiries real time, 24/7 with no need to leave messages and wait for responses. Studies show that confidence in data increases when suppliers access invoice and payment information themselves.


Give Procurement and Buyers the Tool They
Need to Respond to Vendors Quickly

Not only can InvoiceInfo be used by suppliers to learn the status of invoice payments, it can also be used internally within your organization.

In addition to reducing calls from vendors regarding invoice status, you can also reduce internal emails and calls from co-workers wanting to learn the status of invoice payment, and save time and effort and boost efficiency and productivity across the organization. Studies show that 40% of AP customer service calls are from internal customers. Many of these are from requisitioners who have received calls or emails from the supplier checking on payment status. These calls are often more expensive for the company because the internal staff member has taken the call or received an email from the supplier, contacted AP for the payment status and had to return the call or email the supplier.

By providing the vendor with a convenient and credible online option to get the answers it needs regarding payment status, you can eliminate multiple calls/emails between the vendor and the requisitioner saving time and money.


Eliminate Difficult Vendor Calls and See
Productivity and Staff Morale Soar

Reduce invoice payment inquiries and “promote” your vendor service team to more satisfying and profit-producing tasks.

By sharply reducing inbound calls and emails regarding receipt and payment status that your AP staff must handle individually, your staff can focus their efforts on more productive, cost-saving activities, learn new tasks, feel more confident and boost their careers.

According to a recent American Express survey on customer service, more than one-third of consumers have lost their temper with a customer service professional in the past year. Of those who lost their temper, three in ten “hung up the phone.” Your staff will no longer have to deal with difficult collectors who can be upsetting and disruptive. Your staff will feel that their time and talents are being put to better use and will feel better about themselves, their jobs and their organization. Reducing these calls can be a real productivity and morale booster for your AP department!


Simplify and Streamline Vendor Onboarding

According to Price Waterhouse Coopers, the average organization spends about $20 in labor to file each paper document, approximately $120 in labor searching for each misfiled document and $220 in re-creation of a document.

Wouldn’t it be great to have all your W-9’s, W-8’s and other registration documents completed online and instantly filed online for easy access when needed? With Vendor Self-Service Onboarding Module, VendorInfo, you can onboard your new vendors in one convenient location and eliminate paperwork and hassles.


Verify the Accuracy of Vendor Information and Stay in Compliance with IRS and Treasury Department Regulations

Government regulators are increasing the complexity of regulations and penalties associated with vendor-related non-compliance.

Penalties for incorrect 1099’s have more than doubled in recent years. Over the last several years, OFAC has levied more than $1 billion in fines against American companies or subsidiaries that did business with restricted businesses, organizations and individuals on its SDN list. In addition to fining these companies, the Treasury Department posts the names of infringing organizations along with fines paid.

VendorInfo Onboarding Module verifies the accuracy of vendor information and helps protect your organization by avoiding embarrassing penalties and fines.

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