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I can’t help myself.  As a business coach, I’m always observing other businesses … their operations, marketing, and especially their customer service … even if they’re in industries other than those I typically serve.

As many of you know, we’ve recently moved, and our former home has been on the market.  We’re currently in the due diligence period with a buyer where they get an appraisal and inspections done.

And during that process, they discover that the radon readings exceed safe levels.  Ugh!

So now, I’m on the phone with various radon mitigation companies, and I can’t help but observe their intake processes.

Company 1 jumps right in asking my name, location, and the details they need.  It’s completely transactional and totally impersonal.

Company 2 couldn’t be more different.  They wanted to hear my concerns and answer my questions.

It got me thinking about the last time I was in a doctor’s office.  I bet you’ve had this experience too.  The nurse comes to get you, leads you back, doesn’t tell you her name, and jumps right into taking your weight and vitals.

Now, I know they’re busy, but what the heck?  Talk about transactional!

And I couldn’t help contrasting that to the wait staff in most restaurants.  They come to your table and typically say, “Hi, my name is _____ and I’ll be your server today.”

How come the wait staff takes the time to do that, but the staff of one of the highest paid service providers doesn’t?   Seems so basic to me.

Now, as business owners, we all have to have systems and processes in place.  It doesn’t work in the long run to be winging it.

And, those systems need to have the personal element built in or they don’t work very well.

I have a system when I onboard a new client.  I make sure we cover all the bases that need to be addressed, get their questions answered, and ensure they feel served.  For me, that personalized introduction process is an integral part of the foundation of building a relationship with that person.  I can’t just be checking off boxes!

But while approaching this process systematically … with a personal touch … is important, ya gotta be flexible too.

Recently, a new client wanted to make a fairly significant change to how I typically process payment.  After doing a little checking to see how I could make it work, we flexed the system to meet her needs.

But here’s the problem, the traits of being systematic and being flexible don’t often spring from the same person.

I know that it takes one type of person … think engineer or accountant … to create great procedures.  And a very different personality style … think salesperson or marketing expert … to be more spontaneous and fluid.

Most people aren’t both.

Here’s the bottom line.

You need to have clear processes and systems for your business to be successful.  Don’t fly by the seat of your pants!

Those processes can’t be totally transactional.  They‘re meant to cement your relationship with the person.

So, whatever your dominant style is, make sure you’re doing some of both, and you’ll be more successful in business.

And be ready and willing to be flexible, because different human beings need different things from you.

Systematic … personal … flexible.  It’s what serving your clients well is all about.

Best Wishes,

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Meet Denise: Denise Hedges is a Business Development Coach and Speaker Coach for small business owners who want to be more comfortable, confident, and successful with their sales and marketing efforts. She specializes in helping them use speaking as a way to dramatically improve their results

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