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S2 E9. Setting Your Delivery Standards
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Now that we've discussed the components of our firm's service, it's time to think about how we measure successful service. Setting these standards not only helps you track that everything is happening correctly, but helps your employees know if they're doing a good job. Most importantly, it helps ensure a consistent and high-quality experience for your clients.
We'll discuss touchpoints - the places where you and your client actually interact - and how to start measuring there. We'll talk about what to do if you're not hitting your standards, and how to consider adjusting your standards as your business changes.
I'll get into some concrete examples that I use in my firm, but you'll really want to come up with your own standards that work for and support your firm's values, vision, and mission (see how it all comes back to those?).
Closing Exercise: What adjectives do you use to describe the delivery of your physical and technical components? Delivery is the adjectives and adverbs used to describe delivery. Let's think of three (I use "Clean, Fast, and Easy," but make these your own).
Now, how can we quantify the delivery so we can measure how it happens? Some examples:
- How long does it take to respond to an email?
- How long to get from initial meeting to draft documents?
- How long to return a phone call?
- How long to get an engagement letter out?
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