Being Smart is not Enough, Be Referable
Doing the job well no longer does it. Many professionals feel that if they have technical expertise and perform their function masterfully that is enough. It is not enough! We expect the people we deal with to be experts in their field and do an excellent job. We also want to enjoy the process.
Our world is much more competitive and our markets are much more demanding. Being the holder of information does not get you what it used to. Customers are more informed, more impatient, and have higher expectations not just for what you will do but how you will do it.
Lawyers, engineers, physicians – no one is immune. In our environment of on-demand options we can always go elsewhere if the experience does not fit us. Regardless of our job or position, we are facing challenges in providing and proving our value. This is not a bad thing. It just means we need to focus on the customer - if we don't we are out of business. No one is safe.
To be referable in our world, we need to focus on being referable. Not only do we need to be smart and do an excellent job, we have to provide an excellent experience as well. We need to show up on time and be prepared to meet our commitments. We need to do what we say we will do (Air Canada anyone?). We need to finish what we start and always say please and thank you. We need to be impeccable with our word. We need to not take things personally or make assumptions. We need to always try our best.
Following these eight rules will ensure your clients enjoy the experience as much as the solution you provide. We need to continue to “staple ourselves to an order” and go through our business process as a client to see what it really like.
The world is a tougher place but value is more rewarded now than ever. Being smart is great but it is not enough. Working to be referable is the key.
Just my thinking…
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