What’s In It For Me a/k/a WIIFM. A question that should be primarily reserved for activities such as ordering from a restaurant menu or buying a car. In other words, when you are the considering opening your wallet as a consumer and customer.
Replace the M with a C at work > What’s In It For The Customer? Think of everything in terms of the customer. Considering a capital investment > once built or acquired, what’s in that new facility or equipment for the customer? Considering updating your web site > what features and function is in that new site for the customer? Considering buying a new enterprise system > what effectiveness or efficiency will be in that new system that would enable an improved customer experience? And a compelling return on investment is only part of the equation = if you save a lot of money, but the changes don’t consider the customer, that savings might last for a quarter, or a year but the customer dissatisfaction will last a lot longer.
Big, glamorous, customer-facing stuff naturally puts the customer first (or it should). Harder to ask “WIIFC” for administrative work or back office changes.
I’ve been asked ”WIIFC about things like maintaining security policies or auditing financial transactions?” Answer: Because, though they might not articulate it quite like this, customers want their transactions and data handled and controlled accurately and securely. They may not know or care about the regulations that might govern it, but they sure as heck would care if a file with their date of birth and social security number isn’t left on an unsecure laptop at an airport.
(Note: Organizations are run by people, and amid the incessant change, it’s OK to spend time thinking about the impact to you, if for no other reason to understand “what must I do differently now?”)
Insert “what’s in it for the customer” high on the lists of question asked, whether considering new ideas or processing mundane purchases. Ask not what that change will mean to you, but how it will delight your customer. WIIFC, anyone?