One of the things we’re implimenting this week – after I’ve been anxious about it forever- is a closed file teardown. We want to make a better company.
It’s not a given that we do things right every time. It’s also nothing to get offended about. We are doing some seriously fantastic work for some seriously fantastic companies.
We have a ways to go to get to where I want to be ops wise, so it makes sense to find some institutional iteration.
At the end of every file we’re going to start with a customer satisfaction survey. Then we’re going to measure it on some rubrics. ”What could we have done to save time?”
“What could we do to convey better understanding.”
“How can we improve our process.”
These are the real questions. This is what we are trying to do to get better with every deal. The trouble is going to come with listening too much– overcorrecting. We don’t want to punish all of our future customers because one customer once was a jerk. One goofy guy isn’t going to make everyone take off their shoes before getting on my airplane.