Busy is the new stupid.
Long wait times, rushed interactions, and decreased customer satisfaction.
This is the case of a broken business model.
And we see it often in professional services where good people are running hard, tripping over each other, delivering less value than they could for a fraction of the return they could have.
Quick overview of the changes we made with this organization:
1. What problem do we solve for who? What is the Value?
2. Do we have the pricing right? (most don’t)
3. Do we understand the value we deliver through processes or through people? (Most are looking at people when the scheduling process would help them get organized and the delivery process would ensure we’re not wasting skills on the wrong work (this happens all the time).
4. Anchor it all with a solid HR process to engage and help their people grow. (people are either focused on their growth or annoyed by what is stopping them in the business).
5. Align on the best clients and bolt on a marketing process aimed at their ideal clients. (once you know who they are it is easier to speak to them).
The full transformation will take you 18 months.
The playbook is relatively clear.
The integration is more complex.
The return (your sanity, your bank account, and where you spend your minutes) all worth it.
