As organizations grow, they must adapt to new ways and processes.
However, most of these “new” ways and processes are usually just adaptations of the original processes developed when the business was started.
I can’t count how many times I’ve asked an organization’s leadership about why a certain process was done a certain way and gotten the blank stare response “That’s how we’ve always done it.” Sure, but is it the right way?
Most business operations and processes have been developed with business efficiency in mind, but with no regard for how it effects the customer experience. If the process in anyway hinders the customer experience, then it doesn’t matter how “efficient” it might be, it needs to be changed.
I worked with a large remodeling contractor in Northern California that was having major trouble completing their projects in a timely manner. Some customers had been waiting almost a year for completion of their remodeling projects. The problem was that they had tried to complete the projects using an outdated and ill-suited process.
We worked together to put the correct processes in place, along with the right team members, to reduce the time on project by over 75%. The company learned that “the way they’ve always done it” didn’t work anymore and needed to be changed.
Are your operations and processes designed to add value to the customer experience? Or does your organization do things a certain way because “it’s the way we’ve always done it”?
Call me today and let a fresh set of eyes look over your operations to make sure that they are designed to enhance the customer experience.
