Uncomplicated means simplifying for the client, for suppliers, outsourced services, so the community enjoys relating to the professional and firm. Sophisticated simplicity and uncomplicating is a significant challenge. It’s easier to increase complexity.
It’s easier to mistrust your people than to entrust and empower them. It’s easier to create a new rule, procedure, form, or task than to simply and sensibly apply already established principles, conventions and protocols.
The fastest way to simplify and minimise complexity in client interactions is:
- to empower your people to draw on well-understood principles
- to recognise and reward appropriate exercise of autonomy and initiative.
Highly centralised and authoritarian cultures can’t manage to be simple.
Evaluate your practice; take a client perspective.
- Is it uncomplicated?
- Is it easy to relate with?
- Is it easy to obtain preliminary information?
- Is it easy to find the right person for the job?
- Is it easy to engage your services?
- Is it easy to raise a query or concern?
- Is it easy to make a complaint?
- Is it easy to talk to the partner in charge? To the managing partner? To others who make decisions?
- Is it easy to pay your firm?
- Is it easy to receive money from your firm?
And what about you…
- Are you truly easy to deal with?
Think about this further. Commit, this very week, to taking unnecessary complexity out of one aspect of dealing with you.
Your attractiveness, and appeal to clients will boom - you’ll occupy a distinctive and cleverly differentiated place in their consciousness as a result.
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