Client/customer retention/nuture – 10X thinking as it relates to clients. Do we filter a client or nuture a client? This is determined by factors that include profitability, referrals, coachable, appreciated, push us to lift our lid (new challenges). Surveying your team in these areas and keeping measurables such as point of contact with a client (email, phone calls and meetings), likeability, coachability and client responses.
- Efficiency – digitization process/aggregation of data, mobile communication, process of getting questions answered. A culture that lacks transparency and a servant leader attitude will result in a culture of inefficiency.
- Scheduling of work – planning and process management (lead generation, first point of contact, intake process and process to get us to completion).
- Setting expectations – this should be done early, ideally in the first meeting. What are the deliverables, costs and timeline for completion?
