Have you ever been one of those customers that ask for a certain service and receive a different answer each time? Or even worse, receive no service at all? Do you or your colleagues know what to do – or who to ask – on every situation? Are the expectations clear on every task you do?
This is the daily working life, isn’t it? Every day, we have the mission to make an internal or external customer happy. And it is incredible how the importance of workflows is still underrated in some organizations.
The word “workflow” makes us think about software. But is not necessary true. A workflow is, by definition: the sequence of operations or activities through which a piece of work passes from initiation to completion.
Therefore, the implementation of workflows should be, in principle:
- The management of information flow in your business processes and
- The harmonization of all human interactions and administrative tasks involved in a process
Some of the advantages of workflows include efficiency and cost savings, which makes sense. By optimizing your processes and improving the quality of the information exchanged, you eliminate the waste in your process in terms of time and money. But what about other advantages that are more human related? For instance:
People involved in the process handle every situation following the same principles. Exceptions are treated in an alternative way, but pursuing a single purpose.
Every person assigned to a task takes responsibility for its completion, regardless the complexity. Every task is a mission!
All activities have a specific goal in the process. Expectations are clear on every step of the chain.
How this contributes to a better customer service?
Well, your customer knows that:
- No matter the situation, you or your colleagues will respond in the same way (consistency in the service)
- Regardless the level of knowledge, you or your colleagues will be responsible to complete the task (accountability in the team)
- There is no room for assumptions, you or your colleagues will be clear in your communication asking for questions (clarity in both sides’ expectations)
Wouldn’t this make your customers happy?
Think about yourself: would you come back to this company to consume their products or services? Would you recommend this company to your friends? Would you trust the solution of your problem to them? The reason of every business is to make customers happy. Money is just a result of that.