What’s the smallest step you could take to get started on your Customer Experience Score?
Try this:
- Choose a job you shouldn’t be doing.
- Find someone to help you – ideally the person you wish to delegate the job to.*
- You tell them what needs to happen to complete the job, they write it down.
- They have a go at doing it, following their notes.
- You observe, and where it goes wrong, between you, you modify the instructions to get the outcomes you want.
- You clarify what really happens (not what you think happens).
- They suggest ways to make it easy for them to do.
- They write up the improved version.
- Save the latest version where everyone can get at it.
Repeat until you have a section of your Customer Experience Score that can be run reliably by anyone who needs to.
*If you plan to outsource the job to another business, get a friend/fellow business owner to help you do this, then hand over the finished Score as part of your specification for the supplier.
Tips:
- Assume competence.
- Start with the (usually positive) 80% case. You can capture major exceptions later.
- Think ‘Get Outcome’ – what’s true at the end of the process that wasn’t true before? So it’s easy to tell when you’ve succeeded (or not).
- Start at the very beginning and carry on right to the end. You’re trying to capture a transformation that is meaningful to your client and therefore your business.
- The quicker you test it, the quicker you can improve it.
- If it feels like you’re trying to fit too much in, you probably are.
- It’s a prompt, not a novel.
- Practice makes perfect.
- Remember, it’s about the process not the people.
And for the visually minded:
Even a little bit of Discipline makes Daring possible.
