I'm a natural process person and when I had a bad experience this week that necessitated a complaint, I asked about their complain process. I was met with blank stares... uhh..umm... you tell me what happened, and I'll tell someone else.. uh and uh.... 🧐
There was no real complaint process (as an operations person, I was tempted to offer my services right then and there). To me as the customer, this means that I have no idea if my complaint is going to be handled the same way as another customer's. I have no idea what the resolution process is. I have no idea what the next steps are. There is no consistency as there is no process.
And this got me thinking about the importance of having processes to increase consistency and create security for customers and clients. I wondered if they had a strategic plan or blueprint for this year to help them focus on different priorities (and if I was creating their plan, I'd certainly put create a complaint process at the top of the list!)
Do you have a strategic plan for your business? Do you know what your priorities are for the next 3 to 12 months? If not, start by writing out your mission, vision, and values and taking stock of what you've already been working on this year and how it fits in with them.
Until next week,
My Favorite Things
Quote of the Week
Have a social media plan of use
Approach social media as if you're the director of emerging media for your own life. Have a careful plan for how you use the different platforms, with the goal of "maximizing good information and cutting out the waste." Cal Newport, Digital Minimalism
Today's quote was resurfaced by Readwise.