Most Businesses start with brilliant service. It’s easier in the early days to over-service clients because there aren’t that many. More clients come on and the Business grows….which is surely a good thing…..right?
Growth is a great thing, but there are consequences. In the early days things are typically fairly loose because there isn’t a need to be too structured. Staff are walking CRMs, everyone knows what each other is doing and the client database is manageable without needing to be scalable.
Each Business however has a tipping point where the systems/processes that served it so well start to work against it. The Business begins to ‘outgrow’ itself. The consequence is that customer service starts to fall down.
A good analogy is a ‘cup’. Think about a cup representing the total amount of clients your Business can handle. Whilst the cup is 50% full it’s very easy to run around looking after everyone. Cups half full don’t spill, no matter how quick you run! This becomes more difficult as the cup fills, try running with a cup that is 95% full! The spillage represents clients being let down, enquiries not being answered quickly, promises not being kept.
How do you control growth such that your service levels are consistently maintained? We are running a workshop on Thursday July 21st to discuss further, if it is of interest please register here.
http://www.altusq.com.au/event-your-product-is-hot-your-service-is-not/
Hope to see you there.