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Innovation, That's the Way We Do it Here.
So what exactly does it mean to be Innovative and 'Work On your
business not in it' and how is this possibly going to assist you
in reaching your long term goals for your life and your business?
I had the misfortune recently to be involved in a motor vehicle
accident. Nothing too uncommon I am sure you would agree. I was
lucky in that I walked away with only a few minor scratches and
a bruised ego.
The accident however, gave me the opportunity to witness first
hand, how innovation within a company can assist in getting its
customer service right, and on further investigation it gave me
the chance to find out exactly what the innovation behind the
positive customer service experience was.
From the very first moment that I contacted the insurance
company it was obvious they were an innovative organization.
They actually had a real person pick up the phone. Most of us
would agree that in instances like this you just kind of expect
to be given the run around and be frustrated by bureaucracy and
inefficiency at every turn.
Thankfully my experience was a little different. I had just
brushed myself off and I was still quite shaken, but I managed
to pull myself together to begin taking care of things. I was
definitely not in the mood to be interrogated with a multitude
of questions. I just needed to get my vehicle towed and get
myself to a doctor for a further check up. The friendly yet
concerned voice on the other end of the phone seemed to know
this instinctively and was able to set everything in motion
quickly and effortlessly. Within minutes a tow truck was on its
way, an ambulance had been ordered and my claim had been started.
And the impressive service did not end there. Throughout the
vehicle repair process I was contacted regularly and given full
and comprehensive updates on the status of my vehicle and was
even asked when the most convenient time to be contacted for
follow up service calls would be.
This is quite different to the customer service experience I
thought I would receive...
Being quite interested in finding out how innovation in
exceptional service businesses worked I decided that I would
Associated Websites
ask
some questions of the staff whenever they contacted me regarding
my claim. I was interested to find out the details behind what
enabled them to provide a consistently exceptional customer
service experience while obviously fulfilling their own
requirements as a business.
The answer I got back from the staff with whom I asked the
question was always the same. 'That's the way we do it here'. On
further questioning them on exactly what this meant. I was
relieved to find that everything that I had experienced right
from the opening dialog through to the claims processing and on
to the final delivery of my repaired vehicle, was all part of
their internal Innovation Processes and their Documented
Operational Business Systems.
Every step, carefully thought out, the dialog to use for the
phone conversations, the tone of voice and attitude of the
claims staff, the back end processing of the claim, the follow
up service calls. All integrated and consistent across the
company, and all aimed at the best outcome for both me as the
customer and them as the innovative company.
So this is what it is about: This 'working on your business not
in it', Business Innovation and Systemization if you will. While
it may sound very structured and ordered and not flexible enough
to work in every business. The truth is that is does work and
can work for you. Imagine your people having that flexibility to
innovate within the well defined system that you have created
with them. Everyone working together towards the defined goal,
your goal.
Communicate to your staff: 'That's the way we do it here'
Provide them with the required tools and systems to allow them
to innovate. Watch them Grow... Watch them Thrive...
This simply does not happen in most businesses Imagine...
Imagine the freedom. Imagine satisfaction that would bring you.
About the author:
Justin Woolich has been involved in Innovative Business Software
for over 10 years. Start a Free Trial of Business Systems
Manager Software now www.BusinessSystemsM
anager.com and begin taking your business development to the
next level.
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