We have all been clients and thought about how we would do things VERY differently.
Remember that restaurant visit when you reluctantly tipped your server for an experience that was less than stellar? Or the medical visit that left you with more questions (and frustration) than answers? After the deep breaths, we typically vent to our spouses or friends about how, if we were in charge, that experience would never, EVER have happened. Of course, we have all done this. Systems and the people functioning in them are far from perfect. There are bad days, bad news, poor management practices and so many other factors that come together to create these miserable moments.
Yet, as a business owner, can we truly say that none of our clients have ever had a bad experience with our products, services and/or staff? Probably not. Some may post a scathing Google Review, or ask to speak to the boss. Many simply never return.
In keeping with the Good Book saying, "Do Unto Others...", let's look at how we can improve our product, from our own perspective. Ask yourself the following questions:
- Are my core values visible in every aspect of my company or are they an afterthought?
- Am I giving my clients/customers the best possible service that I can?
- Do I value my clients as much as (or less than) their money?
- Is my company (i.e., staff and systems) set up to provide what I claim to provide?
- Do I have as much perseverance when things are going poorly as I do when business is booming?
Answering these questions may be not as easy as initially thought. However, taking the time to honestly consider each one, and brainstorming answers and solutions is a relatively simple endeavor, if you do the following:
Set aside uninterrupted time to work on this.
Make this task a meeting in your schedule, preferably at the beginning or end of your work day or work week. Plan for one hour minimum. If you think you don't have the time, you do. Especially if you cannot answer yes to every question.
Take several deep breaths to clear your mind. Be honest, objective, and kind to yourself and your company.
It is important to give clutter-free responses. With the myriad tasks and people vying for your attention, objectivity may be challenging. Do your best to respond from a place of calm, proudly acknowledge successes and gently recognize areas needing improvement. More often that not, we are doing much better than we think. Seemingly big problems can be portioned into manageable tasks when viewed in the proper perspective.
Give yourself the opportunity to brainstorm solutions and improvements.
This is the perfect opportunity to enlist the SMART strategy: Specific, Measurable, Achievable, Realistic, Timely. Perhaps these items are already on someone's To Do list. Do they need to be fine-tuned? Is this an opportunity to unload projects from your plate and assign them to colleagues who excel in these areas? Check out What We've Been Reading in our October Newsletter for how this step can potentially transform how you view your role and run your company.
Share your discoveries with your team.
Depending on the nature of your responses, it would be highly beneficial to extend this exercise beyond your workspace. Have your team complete this exercise as well. As responses may be insightful and critical, be sure to set Ground Rules that include respect, confidentiality, objectivity and trust.
Plant this valuable insight into the soil of your company, give it time, and watch it bloom!
- Shelley Steele