Eliminating Discretion at the Operating Level of Your Business, with The Expert Download
The Expert Download – interview process
You are going to do this interview with someone in your business – WHO?
- The person most expert at delivering an amazing customer experience – Not just one time, but consistently…predictably
- Why? Because that’s what’s needed to grow a business over time
- This person – The Expert, knows the big vision of the company and how their work fits into this Vision.
- They know how to Show Up Big – every day, every time.
THAT’S What Grows a business – repeat customers who say great things about your company.
For that to happen you have to …
Eliminate Discretion at the Operating Level of Your Business…
- A quote from Micheal Gerber in the E-MYTH!
What does that mean?
DISCRETION: the Freedom to decide what should be done in a particular situation.
The Expert Download is helping you to Eliminate Discretion
YOU, the business owner, the Visionary gets to DECIDE what should be done!
If you want repeat customers who say great things about your business…They need to have an experience that’s Scripted and Designed and Executed flawlessly Every Time they do business with you.
Your staff can Not make it up as they go along.
Contrary to popular belief – your team actually likes this! People like to know what the expectations are.
THAT’s what you’re doing in this process – You’re creating the Recipes for Success.
You are writing the cookbook!
The Expert Download Process
Step by Step
Step 1: It Starts with Vision
- Refresh yourself with the Company Vision Statement. Make sure a copy of the Vision Statement is available to all
- Refresh yourself with the Division Vision Statement. You’ll want a copy of this one too
- The Goal is to connect the pieces of the work of this division with the Vision of this division…Making sure all the pieces are in the box. If there are pieces missing, the Vision will not be complete.
Step 2: Working with the Experts – in this division
- The Experts are the staff people most familiar with the work of this division. It could be the business owner or key team members.
Step 3: The Interview Process
- Use the document: “The Expert Download Questionnaire”
- Brainstorming Rules apply: no judgment, just ideas.
- Describe the what, not the how. The how comes later.
- Consider including an industry OUT-SIDER. Avoid “stupid assumptions”
- The Setting:
- The setting is a place where you can be uninterrupted for a couple of hours or more
- It is comfortable, uncluttered and orderly
- Offsite is best. At a hotel conference room or some space inside one of your customer’s offices
- The Process:
- Begin asking the Experts using the Questionnaire doc.
- The scribe is writing the responses on Sticky Notes
- The goal is Short answers – not long descriptions
- REMINDER: The answer is the What do you do, not How!
- Sticky notes go on the wall or whiteboard – Do not work on categorizing them now. That step comes later!
