Information technology has changed the way the world conducts business. A letter that once took weeks to get from Point A to Point B is now delivered instantly with a mere push of a button.
Automation has also made it possible for small businesses to streamline their processes, get a handle on their overhead, and improve their profitability.
While automation can be a time saver and convenience maker, don’t forget one important thing: The power of a personal touch. Isn’t it nice to know there is a real human being behind the email or recorded phone message?
My Profitability Lab mentoring clients discover the productivity and profitability benefits of automating and systematizing their business. They have also found that the human touch is the secret ingredient to growing your client and customer base.
To balance my client’s experience, I combine automation, systematization, and the human touch. There are many ways I practice this approach and it has a distinct advantage.
One way I’ve combined automation, systematization and the personal touch is through my monthly random calls. I don’t have a fancy name for it – I just call it my random client calls.
Here’s how it works and how it would work for your business, too:
1. Automate
When someone engages my company’s services, whether it is registering for our live Wake Up Profitable Boot Camp for Business Owners, requesting a customized team building session, or enrolling in one of our Profitability Labs, they will often interact with one of our automated systems at some point.
They receive instant access to a program they just enrolled in and receive a personalized message that welcomes them. Even though some messages are automated, this is a great way to instantly connect with your new client by adding your own special touch to your message, perhaps even asking a question to get a conversation started.
2. Systematize
Each month, I have an assigned appointment time to randomly call on any new clients who enrolled in one of our programs. With a recurring appointment set on my calendar, it ensures that this important connection point with my clients happens consistently. As you may know, consistency creates trust and people do business with people they know, like, and trust.
3. Add A Personal Touch
Whether I leave a message, have a five-minute chat on their experience with a workshop they recently attended, or answer a pressing question, these calls have made a world of difference. I find out about their registration experience, how the curriculum is working, and answer questions that better serve them. It’s easy and fun, too, because I get to work with business owners who are implementing big ideas in the world.
The distinct advantage to this 3-step approach is that we have built in a personal touch point. Now, when we interact through email, they know there’s a real person reading their responses.
What’s the other benefit to adding a personal touch? You get to hear firsthand how your systems, processes and programs are working (or not). If not, then you know exactly what needs to be improved.
Let’s face it. As a business owner, you’re wearing many hats. Automation allows you wear one less hat. Look for opportunities where automation and systematization enhance your customers’ experience.
When done right, automation helps to provide a higher level of customer service, especially when you’re already at capacity. Additionally, add a personal touch to your existing automation which makes a real difference. It could simply mean making a quick phone call.
There’s always room for improvement. In your business, where could you automate, systematize, and add a personal touch?
