Routine sets you free.
I love this saying but at first, it sounds counterintuitive. How can a schedule, restrictive in its nature, give you freedom?
Rockefeller Habit six says:
‘Reporting and analysis of customer feedback data is as frequent and accurate as financial data.’
This routine is likely to set you free from:
- Anxiety about the future.
- The consequences (and worry) of going down the wrong road.
- Wasting your precious resources by fire-fighting.
If 80% of our impact comes from 20% of our actions, then we need to make sure that everything we do is heading in the right direction. The bigger the gap between the human problems we want to solve and what we’re actually providing, the more revenue we’re leaving on the table.
Gather your information
Do you rely on surveys? The Start/Stop/Keep survey is an ideal model to start with.
- What do they think you should start doing?
- What do customers think you should stop doing?
- What do people enjoy that they’d like you to keep doing or do more of?
Verne Harnish who developed the Rockefeller Habits suggests all executive and middle managers should have a conversation with at least one end-user weekly to ask these questions:
- How are you doing?
- What’s going on in your industry/neighbourhood?
- What do you hear about our competitors?
- How are we doing?
Analyse it
When do you discuss feedback from customers as a leadership team? When there’s a crisis? Or when things are going well? Top-performing companies spend 20% of their time during these meetings talking about feedback from customers.
- You can’t solve every issue, so instead look for patterns and relevancy.
- Push for specificity.
- Address the root cause.
- Focus on the what, not the who.
- Get the whole picture by talking to everyone at the same time, if possible.
Do something about it
Make sure you close the loop so that your company fulfils its brand promises. By doing this, you’ll garner the kind of loyalty, trust and reputation that money can’t buy.
Build your routines
To systematise your customer feedback strategy, download the Rockefeller Habits Checklist here and if you’d like some practical help in making your strategy come alive, get in touch for a chat We’d love to hear from you.
#rockefellerhabits #routines #habits #goodhabits #howtogrow #scalingup Scaling Up Coaches
PS – if you’re someone who needs more information then please watch out for the details of the next LinkedIn Live session I’ll be part of with Dominic Monkhouse and Karol Popa – Scaling Up Coach. It’s a great way to learn more and ask questions or get in touch.