https://RonKaufman.com/Subscribe
Every business needs processes. But when it comes to designing good processes, you’ve got two options:
Design processes that work for your team, or design processes that work for your team AND leave your customers feeling valued and understood.
Check out the video for a real-life example – an experience I had a few years back with two different airlines. On both flights, I explained to the crew members what I needed. And both followed their airline’s protocol to ensure my needs were met.
But on one flight, I got just what I asked for… and no more. On the other flight, I got just what I wanted… AND I felt valued and understood by the cabin crew.
So what made that second experience so much better?? They designed their process with me — the customer — in mind. And you should do the same for YOUR customers.
Their perceptions of your organization are influenced by even the smallest factors. And those perceptions, conscious or not, could make the difference when they’re deciding between YOUR business… or your competitor’s.
Join the community and receive free resources, ideas, and invitations.
Below is an Autogenerated Transcript
I fly a lot, and I was flying on a long-haul Singapore Airlines flight. And I went into the galley and I said, “Hey, gals, you know, I’m going to go to sleep. And I promise you, if I’m hungry, I’ll get up and I’ll come and say hello.” And they said, “Okay, Mr. Kaufman, have a very nice sleep.” And I went to lay down and went to sleep. When I woke up 6 hours later, this was stuck like a sticker on my seat. Okay. Now, the next flight, a couple of days later was on Emirates, and it was a long-haul flight. And I was in the same class of travel. And I went up to the galley and I said, “Hey, I need some sleep. And I promise you, when I get up, if I’m hungry. I’ll come up and talk to you.” And they said, “Fine, Mr. Kaufman, have a good rest.” I went and I lay down. when I woke up, on the little table next to my bed, I saw this. What’s the difference? This is designed for who? The cabin crew. Follow the process. Shh. Don’t feed him any food. And who is this designed for? The passenger. But you know what? It says the same thing to the crew. But what an incredible difference in thinking of someone who’s going, “Okay, there’s got to be a process to inform the crew not to disrupt the person while they’re sleeping. So, we’re going to create this piece of the procedure and there will be a standard for how they put it out, and what they put.” But the design of that from the process standpoint gets you this. From the perception standpoint, gets you that. Did everybody get this? Okay.
