Daily LEADERSHIP Tip / Accountability Essentials: Clients
Day 68
I suggested some Accountability Essentials for Individuals and then your Company Culture in earlier emails this week. What about your Client Experience?
Have you ever defined in-writingyour PERFECT Client Experience? Here is a summary of one way to do it from a chapter of my book, The Company Culture Challenge.
1. Live It / Learn From The Best. Nordstrom, Amazon, and lots of other companies spend millions perfecting their client experience. Have a team activity. Give everyone some money and have them go buy something from companies known for great client service. Bring back what you learn to the group, discuss it, and decide what to apply in your firm.
2. Observe It / Learn From Your Clients. Watch how your clients buy from you. There are several ways to do this, but no space to walk through it here.
3. Live It / Secret Shopper. Buy from your company without them knowing it is you, or be with someone who buys from your firm. Be challenging without being rude. Test your people.
4. Employees Define It. Ask your employees to define your PERFECT Client Experience. They will hopefully be close, but they will rarely 100% correct. Do steps #1-3 above for fun, team bonding, and insights you never dreamed of.
5. Confirm Your PERFECT Client Experience. Work on understanding your Client Experience Cycle - each point they touch your company. Discuss each step with your Clients. Systematize each step for consistency. Train it. Role-play it. Pilot new ways to do it. Assess, revise, pilot, revise, repeat...
This is one of the first chapters of my book. Email me if you want a copy of this chapter.
Client Experience issues are due to mistakes of leaders and employee management systems that need to be improved. It is not just a single employee or process issue. The problem is typically much larger than that.
Let me know if you need help.
Be a Systematic Leader - because inconsistency hurts
