Have you ever had this feeling that almost all you do is "Search & Rescue" work in projects? Or you hire a person to do admin work and things improve a little, but then go back to the state as before?
Yep, something fundamental is a bit off...
I was asked once what is the most important thing that you can teach your perfect customer and I had an immediate answer - the strategy to build any process in minutes that your team will love.
Why?
When I was running technical support for a whole region in a large telco, we had fines for almost everything. Our customers were paying millions for technical support hence the demands were extremely high.
And once I gave the update via phone call but did not change the status of the ticket. That lead to a very problematic situation. That's when I had a dry mouth, quiet voice explaining the process everyone hated.
After this incident, I built a strategy called "events & triggers" to move the ticket throughout our process. When I moved to a new role, our customer satisfaction was at an all-time high at 9.1 up from 5.4 two years earlier.
And in my first blog video, I wanted to teach you this strategy. And on top of I also wanted to share with all of you the simple yet powerful tool called Magic Process Map that you can download for FREE and use with your team.
Here is the preview of what we talked about:
- Control Information Flow
- Events Set Triggers
- Build Service Boards
- Define Fallback
- Periodic Review
Saludos!
- Ilia
P.S. I help project and operations leaders run their projects faster by automating the boring stuff. If you want to see how we allow people focus on meaningful work and double their productivity without hiring, book a demo with me and let's have a conversation.