Feb 3 • Service and Hospitality
Seek Friction In your Process
In the comments, what's one area in your entire Client Journey that can be improved?
I was reminded yesterday, on a call with , about how important it is to see your Client Journey from the Clients perspective.
As we talked about a stretch service she received that day...she noticed the Friction points in this persons Client Journey.
Friction points are little (or Big) moments of Frustration, Confusion, or negative feelings in your process.
Anything from finding the booking page on your site.
To the conversations you have.
To checking out after, or maybe even the service itself.
It's a great reminder to be the client and feel what it would feel like for them to book with you, find your business, walk to the door, get your service, check out after....Then pay attention to how you feel in that process.
Or do what she did and visit somewhere else. Find those moments in their process and make sure your business fixes them.
Lets Insert care into every area of our business. Lets show clients that we have thought about them through every step of the Client Journey.
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Seek Friction In your Process
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