We all have aspects of our roles that we don’t see the value in. But it’s not our value that’s matters, it’s the value to our customers, the end user. Our job is to ensure that we deliver. It is not to create the epitome of the world’s very best (insert here what your do), the gold shiny box equivalent of (insert here what you make). We want to be proud, for sure, but be proud of what it enables uers/customers etc to do.
So, therefore, what does value look like? It’s collaboration, it’s respect, it’s inclusivity and it’s communication. It’s trying to ascertain what you can do that is going to move the discussion forward, change the next step, speed up the process, remove a barrier or just help someone out. It’s never about us, it always about Us!
If we think back to blogs on Brendan Burchard's great framework within which to ensure we are each focussing on value.
Are you clear on what value your role is capable of adding? No – then get that clarity.
Do you have the energy needed to give your best every day? No – get it sorted.
Can you relate your everyday tasks back to that strategic intent ?
Can you see the necessariness of your input? If you can’t; go back to 1 and get clarity.
So we’re clear, we’re energised and aware of how we fit into the greater cogs of our organisation.
Now it’s time to really ramp up that PQO – Prolific Quality Output – that is how you can measure the value you’re adding. You then need to influence those around you to be doing the same, and to show them that you have the courage to call out those not operating in this way to help them find the value and deliver it.
A recent blog talked about fear of change – and things are tough, there often isn’t the money available to do everything we want to do – so it’s time to really dig deep and challenge ourselves on every decision, every request, every interaction – is it value-based? Is it moving us to that vision of usefulness that we need it to be? To be successful is to be value-adding.
“Try not to become a man of success. Rather become a man of value” - Albert Einstein
Here’s a few extra reminders, tips on areas we can look at in order to drive greater value:
1) The Faster The Better
A great way to increase value is to increase the speed at which we deliver the features and benefits people are asking for. We know everybody is impatient. We know we have consumers who didn’t realise that they wanted what we do until today, now want it yesterday. People perceive a direct correlation between speed and the value of your offering. What can you do to help us be faster at responding to our consumers?
2) Offer Better Quality
The second key to creating value is by offering better quality. And remember, quality is whatever the customer says it is. Think here about utility - the use cases that our consumers have. It is the consumer’s specific need, or the benefit that the consumer seeks, that defines quality in their mind – is that a clear understanding of the engagement model, the speed of onboarding, the route to raise an incident – whatever the use case is, how is quality for that articulated, and what can you do to raise the bar?
3) Simplify, simplify, simplify...
You can increase its value by simplifying its method of use. Apple transformed the entire world of computers by making them easy to use for the unsophisticated person. Simplicity became an enormous source of added value for Apple, and for countless other companies that have followed the same route. So what can you do to make your output simpler for its’ consumers?
4) Increase Convenience
The fourth way of increasing value is by increasing the convenience of interacting with the product or service on offer. We offer both products and services to our consumers, so how can we focus on convenience? What can you do to make it easier? Consistency, accuracy and promptness – basic tenants of consumer satisfaction – if you don’t know, how can a consumer – challenge each other to make all we do convenience based.
5) Improve Customer Service
A fifth way of creating value is by improving customer service. People are predominantly emotional. They are greatly impacted by the warmth, friendliness, cheerfulness and helpfulness of those they engage with. If you work in an internal function it’s easy for your consumers to reach out to team members not following the prescribed route. How can you helpfully, in a friendly way, point them to the easiest way to do business? Enabling you to do what you’re here to do – add value in your own respect.
Nearly all companies talk about wanting to be successful - success is the same as value-adding. So it’s time to get clear on how to add value and to all become vigilant at raising areas that don’t add value, helping people that don’t add value, leaning-in and prompting areas that do add value. On that note I’ll leave you with the short and concise view of Henry Ford.
“If it doesn’t add value, it’s waste” - Henry Ford
Until next time...
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