Did that headline get ya?
I know probably 50 percent of my readers have not ever had to shop for a bra or if they did, they didn’t try it on. But in my last newsletter, I asked you to observe a process and/or an experience that you enjoyed to see how you could relate it to your firm.
Well, this weekend I took my teenager daughter bra shopping and Victoria’s Secret delivered on an “experience.”
(Yes, she knows I’m writing about this.)
Here’s the story:
We walked in knowing that my daughter needed new bras, but we’re not sure what size. We were greeted by a friendly lady who asks if she can help.
I told her we most definitely need help.
Salesperson asks for daughter’s name and writes it on a slip of paper. Saleslady measures daughter with her shirt on and sends us off to the dressing room with the paper and size.
Once in the dressing room, new fitting room associate brings the bra matching the size and has daughter try it on. When it is on, daughter must press a button to alert associate to check for size.
Bra check for size.
Now, fitting room associate brings multiple styles of bras in the correct size to fitting room. Daughter tries them all on to pick the style and fit she likes. Presses button to alert associate which bras she would like to purchase. Dressing room associate writes it down on the original paper and calls for sales associate to come help us pick colors. Daughter selects her purchase with sales associate and mom and daughter wait in line for mom to pay.
All of this happens within 20 minutes.
It was such a pleasant experience that I was like, “I have to blog about it.” My daughter rolled her eyes.
Let’s dissect this experience and see how it applies to a traditional firm.
Customer and/or client comes into firm. What happens next is a series of questions: Is there a designated person/process to help navigate the selections for service? Does the customer even know if they need bookkeeping, tax prep, or special consulting services? Is this clarified and documented? Is the technical part done by someone other than the sales/customer service person? Is there a way to separate these duties to enhance the experience?
I’m not sure how all of the above experience applies to a firm, but what I do know is as we move toward “productizing our services” we need to think about selling and servicing in a more traditional productized way. We need to think about separate duties and customizing the experience.
Share with me an experience you enjoyed and let’s see if we can apply it to our firms.