There is no new normal as everything is new, so therefore what next…?
We have developed new habits and even new skills to adapt to our new working environment and changes to our business. We have reinvented products and services to fit the climate we are in. Following successful brands we have evolved and adapted to the new compass and the new direction we have been forced to follow.
Going forward there are three main areas that will keep us on track:-
- Pivot to customer
- Trust & transparency
1. Pivot to the customer has been a buzz on blogs and social media, however what does it actually mean. We have to put the customer at the centre of everything and we literally move around them (pivoting) to every need demand they desire. My own example would be, my coaching sessions reduced to one hour and were conducted over Zoom, as this is what worked for the customer. nuggets workshops are also only one hour over Zoom and the customer chooses the time of day.
We also pivot by being innovative with our products and service. You cannot deliver in this climate the same service you did before so you adapt it. My workshops used to be highly interactive with flip charts and lots of colour. The changes I have made are colourful PowerPoint slides and interaction of a verbal kind using very imaginative exercises.
The expression pivot also has a financial connotation, how quickly can you alter your fees. Your expenses might be less in this climate so therefore you can optimise what you have and make it a financially attractive. This is smart pricing, you get a lot for your money but it is at a fair rate.
A customer centric business is personal you foster loyalty by sharing how you have made the business accessible to them and affordable. You make it very clear that you are there for them whatever the situation globally.
2. Agile everything…the principles of agile are not exclusive to software development and can be applied to any business. There are 12 principles of Agile that fall into three main categories:-
- Clarity and transparency delivery – the system of work
- Learning and leaning – improve and optimise performance
- People focus – autonomous and engaged culture
Part one the clarity and transparency is all about having regular milestones and measurements which align with a vision and goals. There must be clear intent and direction so that you always understand what is valuable to your customer.
At nuggets I have a white board in the office which clearly shows how many coaching sessions, workshops happen each month. The overall vision of nuggets is to “Help people think and work differently…”. After every workshop or coaching session individuals send their nuggets (key learnings) so that I know that I am on track with my vision and I have added value to the customer.
The second part of Agile is learning and leaning. We have to look deep into our processes and systems to minimise waste. Repeat tasks to spot if you can make any incremental changes. Review all the work you do as quickly as possible so that you have a very short feedback loop.
The third and final phase of Agile is the people focus. Ensure you recognise effort and you have collective ownership over tasks and projects. Empower your team to improve together and collaborate regularly. Drive processes through as much communication as possible.
3. Trust and Transparency finally on the journey of what next..? Trust underpins every relationship you have, you may have deep foundations of trust with some and very weak ones with others. In the current situation we are in, they need to be solid and robust. Take time to build relationships, it is as important as the job itself. Without people you have no business and people are human.
Transparency is how are business is conducted, we operate fairly with no hidden costs or hidden agendas. We share our vision and our products and services and how we want to work with our customers.
In summary the “What next…?” will be intelligent agility, retaining excellence and above all taking time to understand our customers.