Authors: Sarah Delicate and Angela Hoyt

Who is your customer? The term customer can become pretty elastic when you are not hitting your government-mandated targets for your employment program. Let’s look at the term ‘elastic’. When at rest, an elastic reverts to its smallest form. It takes energy to stretch the elastic beyond that shape.

When our programs are not hitting targets, we stop stretching, and our definition of customer reverts to its smallest form – those who can secure work the fastest with the least amount of intervention, so we can hit our targets. This shrinking of the definition of customer creates a significant barrier for those who require more time and more thoughtful intervention.

How might we stretch our program model, program design, and program delivery in such a way that our definition of customer is NEVER elastic? Because until we do that, we will continue to struggle with hitting the targets but missing the point.

Check out the recorded Webinar from May 31st titled, The illusion of the employment services sector.

The Recording: please find it using this link.  Feel free to share it with friends, co-workers and anyone you think will find it informative; it will be available to access indefinitely.  If you liked the content, please spread the word!

Upcoming Webinars: there are three additional 1-hour webinars scheduled allowing you to connect with Sarah and Angela on their Smoke & Mirrors concepts. You will be required to register and the cost for each session is $25.00 per person.

  • Chasing Employment Outcomes – June 14, 1:00 p.m. – 2:00 p.m. EDT
  • Hitting the targets, but missing the point – June 21, 1:00 p.m. – 2:00 p.m. EDT
  • Ditching the Cookie Cutters – June 23, 1:00 p.m. – 2:00 p.m. EDT

Mark your calendars and register for one or all sessions at:

For additional details on Smoke & Mirrors you can visit: