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