Last week I went into the hardware store because I needed weed killer.
When I spoke with the people upstairs they said what I needed was downstairs. When I spoke with the people downstairs they said what I needed was upstairs.
Realizing I was now stuck in an infinite loop I decided to look around downstairs.
I found a product described as exactly what I needed.
I brought it over to the team downstairs and said what about this?
They told me I probably don’t have that kind of weed because it isn’t common around here.
So I pulled out my phone and showed them a picture and turned out that I did.
I ended up buying the product I found despite all the confusion and it worked for my needs.
Unfortunately the team at the store wasn’t much help. I would have been better off going it alone or better yet somewhere else and I will next time.
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So what’s the point of this story?
Your team needs to be able to deliver a consistent message to your clients.
If you don’t have a well designed process, your clients could end up gettin the run around like I did. You don’t want that because it leads to client turnover.
How can you evaluate the consistency and accuracy of the service your team provides to your clients?