Download - Client Service Design by Matthew Homann
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CleT eVie DeiN T mN
xThn.O@TmN(c) 2012 LexThink LLC All Rights Reserved
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Hi! My name is Bob, and I'’m your client.
(c) 2012 LexThink LLC All Rights Reserved
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ClientsI like toserve
Clientswho really
exist
Clients whowill pay me
Work I canactually do.
Bob
Bob isn'’t just any client.
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I care about results, but not most of the time.
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Quality of Experience
Quality of Result
x
x
xx
x
x
x
x
What'’s Bob'’s Quality of Experience?
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26MARCH 2012
MONDAY
31MARCH 2012
FRIDAY
How Did We Do?
How Did We Do?
C+
A-
Bob'’s satisfaction is unmeasurable.
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what clients want
what clients get
what lawyers think clients want
*
* pissed
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?
What would your business look
like if Bob designed it?
Everything is FREE!!!
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Airport
Next Exit
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Visit
Portugal
Brazil!
Go toPeru
CHICAGO
ABA
ABA
ABA
Check In
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I want this line to move _________!
Right now, in this moment ...
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How does that make it
FASTER?
Airline CEO
Well-Meaning Employee
I think we should hand out
peanuts during check-in!
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Identify each stage of Bob'’s service experience.
b.
c.
d.
e.
1 a. “I am sitting in waiting room."”
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2List ways Bob could have a positive and negative experience at each stage.
a. “I am sitting in waiting room."”
+ -
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What do I see?
What will I tell others?What do I hear?
What do I wonder?
3 Put yourself in Bob'’s place to understand him better.
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! Pay close attention to the things that annoy Bob.
I got charged for @#$%* copies?!?
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4 For each experience, identify the one thing Bob values most.
While I sit in the waiting room, I wish I were more productive.
When I call my lawyer, I wish she were more responsive.
When I get my monthly bill, I wish it were more predictable.
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5 Brainstorm ideas that give Bob the things he values.
While I sit in the waiting room, I wish I were more productive.
Easy Hard Expensive
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6 Pick a few to implement, and share your progress with Bob.
Easy Hard Expensive
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Measure Before & After7
56 minutes 46 minutes
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1
Serve all your “Bobs"” better and your business will grow.
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