I was referred to one of the best financial advisors in my area for a consult
We had the introduction convo, discussed my goals, set expectations and had next steps for the both of us
and then the achilles heel of any service organization occurred:
crickets: no follow up.
I had to call back and they confessed they dropped the ball.
Immediately they lost my business.
Why does this happen?
Usually a sign of disorganized internal communication operations:
not keeping order of all the open communication loops that need to be closed (resolved) for clients.
I hear this is the same issue with agencies today.
Discovery calls are incredible
Work quality is wonderful
but the communication is terrible.
As a client it can make you feel like “who is in charge around here”
The solution is simple:
Keep a client log of all promises made, action items discussed and ensure you follow through.
To tidy up your internal communications, I ensure we have 1 centralized source for all:
• communication
• information (documents)
• action
I call it the trifecta of digital work.
Don’t let mastering the basics get in the way of your client’s experience.
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