Recently, my Wife and I returned for lunch to a local restaurant we had been away from for a while and we had a totally non related conversation with a good friend of ours that runs a successful financial Planning/advice service.
My conversation with our friend was awesome, the dining experience… not so much.
But both ran together to form an idea here. The real Gem I picked up from my friend was “Why did you stop doing the things you used to do when you first started your business?…Because they WORKED.”
At the restaurant, we encountered “communications issues” There was no language barrier, the problem was the content.We weren’t asked the things we expected to be asked. The actual content and intent for great service was there, but we didn’t recognize that we had missed some opportunities until we heard another server for another table prompt the diners at the adjoining table in familiar terms.
After I stopped feeling like a moron, I started to think about how we train our customers.
Times change, needs shift, technology and time constraints constantly change the way we as customers get our wants and desires addressed.
When I first started running my own business, I was constantly in a mode of self evaluation, What else can I do for you? Is there anything else I can provide to make this a better experience? How does the place smell? (really important where people pay to sweat a lot). It worked, I had happy clients, and my business grew. More importantly, it has survived
Over the course of years, I felt like I “knew what my customers wanted” I didn’t realize I had stopped asking them those questions. So now, my challenge is to get back in that “beginner mindset” to see how my client’s expectations have evolved with changing times and economies.
Without the input from clients, it is exponentially more difficult to keep a business in the front of their minds. How do can we improve our presentation across the board to provide the best information for our clients?
How do you get better information from (and to) your clients? How do you provide a high standard of communication? Please feel free to share a comment!