Discipline makes Daring possible – Page 39 – Discipline makes Daring possible.

November 9, 2022

Human Feedback 2 – complaints

It may not feel like it, but when a customer complains about your service, they are demonstrating that they care.

If they feel let down, it’s because they feel they have a human relationship with you. One they value highly enough to fight for. What you do in response can make or break that relationship. So you want be doing it on purpose.

That means it pays to make handling complaints part of your Customer Experience Score.

Obviously you can’t predict exactly what might go wrong for a customer, so this is not about predetermining specific solutions to specific problems. Instead it’s a higher-level process that can be applied to any situation.

The process starts by acknowledging the person’s emotions as well as the facts. However unreasonable it may be for the person in front of you to feel what they feel, they still feel it. And while they are feeling, they can’t be thinking. What they need first is to be seen or heard as a human being, to have their anger/distress/disappointment recognised as valid responses to being let down.

This doesn’t mean coming out with the bland ‘I’m sorry you feel that way‘ kind of statement – the kind that’s usually followed by a ‘but’ – ‘but we don’t do refunds‘. I mean genuine sympathy – ‘Gosh yes, I would be hopping mad too!‘, ‘Blimey that must have been sooo frustrating.‘ – the kind of sympathy that enables the complainer to recover enough equanimity to move on. Once you have achieved that, you can acknowledge the facts of what’s happened, without admitting liability.

The next stage is to find out what will make the complainer happy again. What will repair, or even strengthen your relationship with them. You need to be able to offer a solution that is right for both of you. That means collaboration between you. That starts by asking them ‘What could we do to make this right for you?‘, then continuing to explore what they would feel is reasonable, without committing to anything at this stage. Bear in mind knock-on effects of the service failure – perhaps something else was damaged as a result, or they had to take time off work to come and see you. Also bear in mind what is affordable for you. It’s worth understanding the lifetime value of a customer, as well as the value of this particular transaction.

By the end of this stage, you have a pretty good idea of what would restore your customer’s faith in the relationship.

Now top it. Offer a solution that will exceed their expectations, without breaking the bank. This often involves addressing the collateral damage – for example if a pan breaks in normal use, you’d expect to replace it, if in breaking the contents spoilt a tablecloth, you could offer to replace that too. If they travelled out of their way by public transport to make a complaint, you could send them home in a cab. It’s this kind of thing that tips a complainer into an advocate for your business. Remember, they are complaining because they care.

Finally, deliver on the promise, without hesitation.

This process only works when the people running it fully understand the profit margins and lifetime values for your business.

Make sure they know it, and you can let them be creative in coming up with solutions, no matter what the complaint.

Discipline makes Daring possible.

November 8, 2022

Dividends

My interest in documenting how things should work came from my years in software development. To me, it always seemed sensible to work out what you wanted your software to do before you built it, or bought it.

And even more sensible that it should reflect the way you do business rather than an average of hundreds of other firms.

Writing a customer Experience Score before you commission software has other benefits too.

It gets everyone thinking about change – ‘how we really want it to work’ rather than simply ‘how we do it now’.

It gets everyone thinking a level up from the day-to-day, about what has to happen when rather than how it happens.

But most of all it gives everyone, including you, the chance to reframe your business from a management hierarchy to an easily replicable system for making and keeping promises.

And the benefits keep coming after you’re done. Once you can demonstrate that your unique system for making and keeping promises works consistently, people will ask you to do more of it for them. And you will find it easy to scale up on delivery.

Like many a human enterprise, the hard work is all up front, but worth it for the dividends flying in later, almost effortlessly.

And isn’t that just what it means to be an entrepreneur?

November 7, 2022

Running repairs

One aspect of life you rarely see in on-screen dramatisations of Jane Austen and other period fiction, is mending. Yet when you read the novels, it’s obvious that women of all ages and classes spent a lot of their time doing it.

Mending is necessary, but has never been sexy, so if we can get away with it, we’ll do a quick running repair, so we can get back to the interesting stuff. Until suddenly our mending no longer resembles the elegant well-fitting garment we first created for ourselves. We’d be ashamed to wear it anywhere in public.

It’s the same when it comes to our Customer Experience. As a one-man band we create an elegant, well-fitting experience that closely reflects our vision and values – ‘the way we do things round here’. But over time, we patch it up, let it out or take it in to suit a particular expediency – until suddenly we find it’s looking rather shabby.

Much better to embrace the need for repair. Make sure all repairs enhance the original garment and you can proudly leave them visible. Part of it’s history and evolution.

Not shabby. Just the most comfortable thing you can wear.

November 4, 2022

Who is it for?

Bonfire night in Lewes is a sight to behold. But in my view, the most interesting thing about it is how it has resisted commercialisation.

Unlike Halloween, which has become yet another excuse to produce and consume yet more pointless stuff, Bonfire in Lewes is about Lewes and Bonfire. It commemorates local martyrs by raising money locally and spending it locally. Lewesians young and old get involved all year round raising money, creating displays and effigies, finally, celebrating the day itself with marches, music and spectacular fireworks.

No concessions are made to tourists or spectators. It always takes place on November the 5th, unless that falls on a Sunday. There are no safety barriers, no interpretation boards, barely any interaction beyond the collection bucket. It’s not for them.

Bonfire in Lewes is for Lewes. It’s not about production or consumption. It’s about something much bigger than that.

It’s about culture. It’s about continually recreating Lewes as a radical, self-aware and connected community with a mind of its own. A place and culture where Tom Paine would still feel comfortable.

No wonder the authorities want to ban it.

Your business has a culture too. Who is it for? And what are you doing to continually recreate it, on purpose?

November 1, 2022

Delegating care

Long, long ago, a young hominid female let her mother look after her baby while she went off and hunted, opening the evolutionary pathway to homo sapiens.

The ability to trust other people with our precious babies is literally what makes us human. The result is big brains, grandmothers and a propensity to collaborate.

Delegating the care for your Customer Experience should come naturally.

So what’s holding you back?

October 31, 2022

Tonight’s the night

Tonight marks the start of Hallowtide. The time when, in the Christian calendar and the Roman one before it, people remember the dead who came before.

For 300,000 years humans have come before us. All dead now.

Gathering a pile of stuff we don’t need, can’t make safely or dispose of cleanly seems a poor way to celebrate their memory.

October 28, 2022

Imposter syndrome

If you ever feel like an imposter, check out Jára Cimrman.

If he could, you can.

Everything we achieve is made up in our heads first. That’s part of what makes us human.

October 27, 2022

Human feedback 1 – referrals

The best kind of feedback is the kind you don’t have to ask for. Clients, team member and supplier referrals. Also complaints, suggestions for improvement, dropouts, people leaving or quietly ceasing to do business with you.

It’s not enough to simply count occurences. You also need to examine the behaviour that leads to them.

Take Client referrals for instance. Referrals shortcut your Share Promise process, but not by much. You still need to Qualify them (and they you) and Demonstrate Value before you can finally Enrol them as a client.

If this doesn’t happen, you need to ask why.

If they drop out at Qualify, is it because they don’t fit the profile of the people you serve? Or because they don’t share your core values? Or because they aren’t ready for what you can do for them yet? If so, perhaps you should look at how you’re communicating what you do and who you are for to your existing clients. Give them the best words to use, rather than leaving it to chance.

If they drop out at Demonstrate Value, that can only be because they don’t see the value. Why is that? Is it because you haven’t communicated it? Or because they need something you don’t offer? If so, should you offer it? Maybe, if it’s consistent with your Promise of Value.

If they drop out at Enrol, that’s either because they aren’t motivated enough or able to move forward with you. There’s not much you can do about the motivation, other than improve how you Qualify, but if the barrier is ability, maybe you can help them remove it, by changing the delivery format, or timing, or how it’s paid for.

Understanding why something happens helps you decide what comes next – whether that’s revisiting Package Promise or honing your language.

By now of course, you’ve realised that this doesn’t just apply to client referrals. Every passage through Share Promise tells you something. Not all of it should result in changes to what you do or how you do it, but you won’t know that till you’ve looked at it.

The best kind of feedback is the kind you don’t have to ask for.

But you do have to take notice of it.

October 26, 2022

Should’ve got an Uber

“It’ll be ten minutes”, said the despatcher.

30 minutes later I call the cab office: “It’s been half an hour and I’m still waiting.”

“They’re in XXX gardens, and will be with you in 5 minutes.”

“Well if they aren’t I’m walking instead.”

“I can assure you they’ll be there in 5 minutes.”

9 minutes later the driver calls: “I’m 2 minutes away.”

“Sorry, you’re too late, I’ve started walking”.

I’d have been happier if the cab firm had said it was going to be forty minutes at the start. Then I could have made my decision to walk instead immediately. What irked me was the breaking of a promise made. The feeling of being lied to. As a result the driver missed out on a fare and wasted a journey.

“Should’ve got an Uber“, you say.

Maybe.

The way Uber solves this problem for the customer is to have a surplus of cabs available in the area. That means drivers are systematically under-employed. Which might mean it’s harder to earn a decent living. I’m not sure I want promises kept to me at the expense of the people doing the work.

Which is why in the end, I prefer travelling under my own steam.