What can we do to ensure that we are running the best possible business for our customers?
Building a business is a process. It is not something that is ever finished. Building a successful business requires constant time, attention, innovation, and maintenance.
We can get so busy working in the business that sometimes it feels like there is little time left to work on the business.
A major part of this can be from accepting mediocrity in how we operate. The problem with mediocrity is that its bad for business, but we can’t always see it. Mediocre procedures take more time than they should, they are often “hacks”, and don’t result in the best customer experience possible. But because it works “well enough” we accept the pain points rather than putting in extra effort to fix the pain points completely.
Why don’t we immediately put in the extra effort to make our business better?
In physics & chemistry, there is a great concept pertaining to how much energy is needed in order for a reaction to occur. The activation energy is that extra little oomf needed to get a desired result when all the other ingredients are there. It’s the boost that must be added to get things going.
Operational change is very similar. We allow ourselves to continue to do things that are not ideal, or painful, or annoying, because we are afraid of the extra time & effort it will take in order to substantially improve them. We are afraid of the energy required to get over that hump.
However, if we do put in that effort, the result is less pain, less annoyance, less time, and most important, a much better business.
To find that extra energy you need a catalyst.
What should the catalyst be for making improvements to how your coworking space is run? It all goes back to your members.
What quality of experience is being provided to your members if you are accepting operational pain points instead of fixing them? If you are spending time battling with your technology stack, or pulling together all of your data from multiple sources, how much time and attention do you really have left to focus on your members? And as your customers, spending time focusing on them should be your top priority.
Sometimes the catalyst is things getting too awful to put up with anymore. But it should not get to the point that your business is suffering as a result of not fixing things.
The catalyst should be your near obsessive attention to what your customers need and committing to do whatever it takes to make sure that you are providing them the best possible experience.
Strive for an amazing member experience over anything else. Make every decision, including a decision to fix any pain point in your operation, about improving that experience.
Strive for excellence – its worth the energy.