Client Service Design by Matthew Homann

CleT eVie DeiN T mN

xThn.O@TmN(c) 2012 LexThink LLC All Rights Reserved

Hi! My name is Bob, and I'’m your client.

(c) 2012 LexThink LLC All Rights Reserved

ClientsI like toserve

Clientswho really

exist

Clients whowill pay me

Work I canactually do.

Bob

Bob isn'’t just any client.

I care about results, but not most of the time.

Quality of Experience

Quality of Result

x

x

xx

x

x

x

x

What'’s Bob'’s Quality of Experience?

26MARCH 2012

MONDAY

31MARCH 2012

FRIDAY

How Did We Do?

How Did We Do?

C+

A-

Bob'’s satisfaction is unmeasurable.

what clients want

what clients get

what lawyers think clients want

*

* pissed

?

What would your business look

like if Bob designed it?

Everything is FREE!!!

Airport

Next Exit

Visit

Portugal

Brazil!

Go toPeru

CHICAGO

ABA

ABA

ABA

Check In

I want this line to move _________!

Right now, in this moment ...

How does that make it

FASTER?

Airline CEO

Well-Meaning Employee

I think we should hand out

peanuts during check-in!

Identify each stage of Bob'’s service experience.

b.

c.

d.

e.

1 a. “I am sitting in waiting room."”

2List ways Bob could have a positive and negative experience at each stage.

a. “I am sitting in waiting room."”

+ -

What do I see?

What will I tell others?What do I hear?

What do I wonder?

3 Put yourself in Bob'’s place to understand him better.

! Pay close attention to the things that annoy Bob.

I got charged for @#$%* copies?!?

4 For each experience, identify the one thing Bob values most.

While I sit in the waiting room, I wish I were more productive.

When I call my lawyer, I wish she were more responsive.

When I get my monthly bill, I wish it were more predictable.

5 Brainstorm ideas that give Bob the things he values.

While I sit in the waiting room, I wish I were more productive.

Easy Hard Expensive

6 Pick a few to implement, and share your progress with Bob.

Easy Hard Expensive

Measure Before & After7

56 minutes 46 minutes

1

Serve all your “Bobs"” better and your business will grow.