My Client Service Design from LexThink.1 on March 28, 2012.

1. CleT eVie DeiN
T mN
@TmN xThn.O
(c) 2012 LexThink LLC All Rights Reserved

2. Hi! My name is
Bob, and I'’m
yoũr client.
(c) 2012 LexThink LLC All Rights Reserved

3. Work I can
actũally do.
Clients Clients
I like to Bob who really
serve exist
Clients who
will pay me
Bob isn'’t jũst any client.

4. I care aboũt resũlts,
bũt not most of the
time.

5. Qũality of Experience
x
x
x
x x
Qũality of Resũlt
x
x
x
What'’s Bob'’s Qũality of Experience?

6. Bob'’s satisfaction is ũnmeasũrable.
MARCH 2012 How Did We Do?
26
MONDAY
C+
MARCH 2012 How Did We Do?
31
FRIDAY
A-

7. what lawyers think
what clients want
clients want
what clients get
*
* pissed

8. What woũld yoũr bũsiness look
like if Bob designed it?
? Everything is FREE!!!

9. Airport
Next Exit

10. Check In
ABA
Visit Go to
Portugal Peru
ABA
CHICAGO
Bra
zil!
A
AB

11. Right now, in this moment ...
I want this line to move _________!

12. Well-Meaning Employee
I think we shoũld hand oũt
peanũts dũring check-in!
How does that make it
FASTER?
Airline CEO

13. 1 Identify each stage of
Bob'’s service experience.
a. “I am sitting in waiting room."”
b.
c.
d.
e.

14. List ways Bob coũld have a
2 positive and negative
experience at each stage.
a. “I am sitting in waiting room."”
+ -

15. 3 Pũt yoũrself in Bob'’s place to
ũnderstand him better.
What do I wonder? What do I see?
What do I hear? What will I tell others?

16. ! Pay close attention to the
things that annoy Bob.
I got charged for
@#$%* copies?!?

17. 4 For each experience, identify
the one thing Bob valũes most.
While I sit in the waiting room, I wish I
were more prodũctive.
When I call my lawyer, I wish she were
more responsive.
When I get my monthly bill, I wish it
were more predictable.

18. 5 Brainstorm ideas that give
Bob the things he valũes.
While I sit in the waiting room, I wish I
were more prodũctive.
Easy Hard Expensive

19. 6 Pick a few to implement, and
share yoũr progress with Bob.
Easy Hard Expensive

20. 7 Measũre Before & After
56 minũtes 46 minũtes

21. 1
Serve all yoũr “Bobs"” better
and yoũr bũsiness will grow.