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Posts Tagged ‘Systems & Processes’

Why Simple Customer Service is Never Simple

Understanding the motivation for a customer is not simple. This was made personal for me, in a conversation with my son this week. We have started using an ‘order online, deliver planned meals to your doorstep’ type service, and he was asking me if he could have some control over selection of meals. Nope. That’s not how it goes, the whole point is that someone else makes that decision for you. “Why do you think I like that idea?” and he had a bunch of great answers about why I might like that idea, from time saving, money saving, faster cooking the whole gamut. But he missed the pain point for me.  It’s possibly too much, to expect that an organisation, and those who work there, are going to understand my reason for choosing their service, but what they can focus on is giving me the choice in that service. That’s the simple bit. (Read more)

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Choice. How to make it easier.

Recently, I’ve gone back to having an iphone after having tried both android and windows OS. Choice? Kind of. Mostly it’s easier at home where everyone has the same. It’s fairly typical that when you’re in the adjustment to a new piece of equipment/ way of working phase, it’s easy to note the things that you liked about the old way. One of the great things about the previous phone was that there were a bunch of apps it didn’t have (note that this was also one of the things I didn’t like about the old phone). But, when you don’t have some apps you either skip over that bit or you find another way to do it. Or, to put it another way… (Read more)

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Systems & Process are critical to your growth…

Process cannot be enforced without good systems to enforce them and systems cannot produce good end results without robust processes in place. Want to grow? Expand to new markets? Take on another segment or introduce another product line? (Read more)

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