I recently read Hit Refresh: The Quest to Rediscover Microsoft’s Soul and Imagine a Better Future for Everyone by Satya Nadella and the following is one of several passages that stood out:
Richard didn’t give me an engineering problem to solve on the whiteboard or a complex coding scenario to talk through. He didn’t grill me on my prior experiences or educational pedigree. He had one simple question.
“Imagine you see a baby laying in the street, and the baby is crying. What do you do?” he asked.
“You call 911,” I replied without much forethought.
Richard walked me out of his office, put his arm around me and said, “You need some empathy, man. If a baby is laying in the street crying, pick up the baby.”
Between now and year-end, it’s common to re-evaluate your business and see what’s working well, what’s not and what could be tweaked as you prepare for 2018.
From financial tracking to branding, from systems/processes to social media and marketing.
Something that rarely gets a glance however is the client experience, or lack thereof, you’re creating through Extreme Client Care™. It’s the human experience, the empathy of your business.
What if you were to take a couple hours and go through every client-facing system and process in your business with one question in mind “How would I feel if this was my experience with a company?”
And, from that place, redesign each client interaction to ensure an optimal experience:
• fulfillment and follow-up
• customer service
• scheduling — we love Calendly
• marketing and sales: your website, shopping cart, etc.
This is a process we go through each year for our Get It Done Right and Escalate Communities.
The result? Get It Done Right has a client retention rate of over 6.5 years and Escalate’s is 2.5 years (that program has had 2 people leave since it started).
How will your business be different if clients stayed year after year?