Are you constantly having to fix problems in your business? Even if they are minor, they take time, cost money, shift focus, and tarnish your customer experience. In this interview, Winston Marsh asks me about four things we can do to prevent problems before they occur:
- Reminders: For example, a hairdresser has appointment booking software that automatically sends an SMS reminder 24 hours before an appointment, to prevent people forgetting
- Checklists: Any business could create a simple checklist for customers
- Process: When you’re doing a long job for somebody (e.g. accountant doing a tax return), explain the process and touch base with them regularly
- Systems: For example, an ATM forces you to take back your card before it gives you money (so people can’t walk off without their card)
