Looking down my speedometer says 81 MPH. In a 60 MPH construction zone. But what else can I do? The problem is, I’m on the verge of being late. You see, Alice and I are rushing through Kansas City, on our way to an important doctor’s meeting and we can’t be late for this one. Ridiculous speeding ticket risk secondary. We arrived at the medical office just two minutes past our scheduled time and speed-walked through the parking lot.
Inside a receptionist greets us, hands me a clipboard to fill out approximately 477 pages of personal information and I move through that as quickly as possible.
Then…we wait. And wait. And wait. And wait. I’m thinking “Are you serious?!?” 45 minutes later, I’m still looking at the lobby clock, with the resentment inside me growing every click of the clock.
“Here’s your final budget and our timeline” they tell me. We’re nearing the end of our general contractor meeting, who’s beginning work on our home soon. I feel incredibly grateful in this situation, working with a highly regarded builder and able to care for my family in this manner. Thank you everyone. Now fast forward six months…
We’re drastically over budget. Timelines were tossed aside months ago. Tasks have become increasingly harder to get accomplished. And the growing angst inside us screams,
“Just get this over with!”
For you, in your business, that’s not acceptable. Even if your long-term finished work is superior to the competition; timelines, budgets and responsiveness matter. Thinking otherwise is antiquated and quite frankly, a bit arrogant. I’m passionately telling you – don’t be that person! Sure, I get it – you do great medical work. Sure, I get it – you build beautiful homes. Sure, I get it – you craft people’s retirement dreams into reality. But that doesn’t give you the right to disrespect your client’s expectations.
Because anytime someone asks about our experience with that medical professional or general contractor it becomes a two part answer.
One, they do great work. But two…
What if that “but” didn’t exist? What if I could become a raving fan of their work, their model, their experience and the way I was treated? In that case, I’d love to influence people to feel what I did.
So do that in your world. Because there’s little doubt your end product is what people need; as you’re literally solving massive problems with custom-tailored strategies, crafted to the individual’s unique situation. But what is the experience like? Do your clients have angst and resentment points inside them because of your lack of systems? Or are they happily influencing anyone they can to you?
Your finished product is important. Your client culture is important. Build and protect both.