Investigate Adoption Differences Across Labs Before Planning Expansion

Uneven adoption across laboratories is a reason to investigate local conditions before discussing expansion. A strategic account manager can bring together usage records, available support history, and the affected lab owner’s perspective. Treating a reluctant laboratory as a compliance problem misses the practical reasons its workflow may differ.

Review what the evidence actually shows: participation, training attendance, support requests, and the local process around the workflow. Ask the operations director which measure matters and who can explain the experience of the lab with lower adoption. Keep customer leadership responsible for staffing and local expectations. The account team can offer approved support resources once it understands the barrier.

In a fictional review, the director says, “Can you make the reluctant lab use the workflow?” The account manager responds, “I cannot direct your staff. I can help us understand why the lab has not adopted it and bring the lab owner into a support discussion. The records show no training attendance; is that the issue, or is there a local handoff we have not seen?” The director agrees to invite the owner.

For manager coaching, present a dashboard with one site showing low use and ask the trainee to draft five neutral questions. Inspect whether the questions invite facts rather than assign blame. A credible expansion plan follows a defined barrier and an agreed owner for the support action.