I just added a category titled “Being Easy-to-Use.” I don’t intend many things to live solely in this category, because I want the idea of being easy-to-use to permeate everything we do at Loud Dog.
With this in mind, “Easy-to-Use,” is too narrow. I’m talking about being:
I want a culture at Loud Dog that focuses on making things easier for our clients, their customers and ourselves at every step, from initial engagement through a project’s life.
I wish I had a better name for this. A culture of something. Like I said above, “easy-to-use” is far too narrow. “Easy” alone has too many negative connotations. “Grace” could work, but also has a lot of baggage.
Creating an easy experience
Although easy experiences are often much simpler than difficult experiences, they don’t just happen. They are based on three things:
- upfront design,
- establishment of trust,
- consistent experience.
In short, creating a completely easy organization is very difficult. It doesn’t just happen. We have some easy relationships, but I feel that we’ve been lucky, and in the future, I want it to be more carefully considered. However, I can’t do this on my own; it’s way too much. I need to enroll all Loud Dog associates in this. I think there are three steps:
- In every action, focus on making the customer’s experience easy (there are typically three “customers”: the client, the client’s customer and ourselves).
- Identify areas that could be easier, identify how we could make them easier and write it down.
- Work together to make these things a reality.
Defined processes are key
Identifying and specifying processes can go a long way in creating an easy experience.
More than anything, clients want transparency: they want to know when things are going to happening, why they are happening, how much they are spending on making them happen. (This is related to “getting things done,” but that’s a separate topic.) It’s less about not spending money and more about knowing how much you’re spending and where it’s going. Specifying processes will increase transparency and have the happy side-effect of making life easier for us.
I have a ton of these processes in my head. One of the purposes of this blog is to get them out on paper, and to let Loud Dog employees and customers read about them and discuss them.