Innovation, That's the Way We Do it Here.
By: Justin Woolich | Posted: 29th November 2005
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
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 http://www.BusinessSystemsManager.com and begin taking your business development to the next level.
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Tags: misfortune, real person, instances, term goals, multitude, ego, innovation, insurance company, insurance, bureaucracy, customer service experience, inefficiency, ambulance, first moment, minor scratches, impressive service, motor vehicle accident, tow truck