Recently, I lost my driver’s license. I was hoping it would show up in the laundry or something, but no luck. So, I am sitting in the Department of Motor Vehicles to get a new driver’s license. I know – not anyone’s idea of a good start to the new year.
I have been putting off going to get a new driver’s license for fear of the chaotic, ridiculously, inefficient lines and process. I was actually anxious about it.
You can’t imagine my surprise and excitement when I walked in and someone greeted me with an automated, computerized sign in. (I had to look around to make sure I was in the right place!) After signing in, a big digital sign on the wall kept you informed as to when your turn was coming up.
“It may or may not be faster, but I have so much more confidence now,” I thought.
In actuality, it was much faster. My anxiety never returned. I didn’t have to get ugly with any workers. I didn’t have to stand for 30 minutes. It was like a new year miracle!!
The efficiency, order, speed and predictability was a vast improvement over their reputation and my past experience. But, the thing I noticed the most was how much my confidence increased the instant I realized that they had a system.
5 Reasons Good Systems Inspire Customer Confidence
I am an ENFP. We are terrible at maintaining systems. But we can be great at coming up with them.
I think systems are really important even though they can be a challenge to create or maintain.
Systems help us build our business because:
- They help us be more accurate and consistent. The idea behind a system is to have repetitive processes that works.
- They help people know what to expect. Most people want to know what they are getting into. If they see a process it helps them understand their commitment of both time and effort. Or in making purchase decisions, they know what they are getting for their money.
- They help us to improve because we can see where or what in the process isn’t working well. By definition there are steps in a process. By isolating separate steps you can determine where a process is breaking down and just fix that portion.
- They help us go faster. The repetitiveness and consistency of processes help us to practice and get faster at what we are doing without losing effectiveness.
But, most importantly…..
- They inspire customer confidence. Just the presence of a system builds confidence in the process and makes your customers feel more relaxed and happy.
Are Systems In Place For Your Business?
I am sure you want your customers and clients to feel the same way I felt at the DMV today relaxed and full of confidence in your ability to do a great job and/or offer a great service.
What systems can you add to your business this year to improve your customers confidence in your business?